The Change & Technology Operations Analyst is an individual contributor responsible for executing key Support operations and initiatives for the benefit of Customer Support agents. The ideal candidate will be technical savvy, detail-oriented, has excellent communication skills, and proven ability to collaborate in a fast-paced SaaS environment. This is an important role within the Transformation & Business Management team working collaboratively with various Support teams to ensure streamlined operations.

This role focuses on triaging production issues, end-to-end UAT testing of new capabilities, workflows, or AI agents, and maintaining key governance for Support tools. By collaborating with key Operations team members, this individual is a key part of the broader Support ecosystem. The Analyst can directly impact Support agent effectiveness and customer satisfaction.

Support Operations

•Triage and be the POC for Support issues with the Support Operational teams and internal technical teams 

•Manage Support governance through agent omni-skill inventory, agent roster, and on-going requests

•Actively communicate and resolve issues within Change Advocate Network

Change Execution

•Partner with and collaborate with Support Readiness and Change Management team members on execution of key initiatives

•Understand and be an expert user of Support tools/automations and drive adoption of new technologies, methodologies & processes 

•Perform and coordinate all UAT testing for Salesforce and AI initiatives

QUALIFICATIONS 

Required:

•Bachelor's degree in Information Management, Business Administration, or a related field. 

•Minimum of 2 years of experience in information management, Customer Support Operations or a related field. 1+ year working with AI tools a plus.

•Technical experiences in a SaaS environment and working with CRM tools such as Salesforce

Work Environment

•Fast-paced, customer-focused support environment.  

•Hybrid work setup 

•Occasional overtime or on-call support during critical periods.  

KNOWLEDGE/SKILLS/ABILITIES 

Required:

Technical Skills:

•Troubleshooting and problem-solving abilities (UAT testing)

•Analytical and detail-oriented

•Familiarity with Support tools (e.g., Salesforce) and proficient in AI related

•Intermediate knowledge of Microsoft PowerPoint, Word and Excel.

Soft Skills:

•Excellent communication, interpersonal, and problem-solving skills.  

•Strong organizational & time-management skills with the ability to handle multiple tasks

•Ability to collaborate effectively with team members and work independently

•Intellectual curiosity