Change & Technology Operations Analyst

The Change & Technology Operations Analyst role involves executing key Support operations and initiatives to benefit Customer Support agents. The ideal candidate is technically savvy, detail-oriented, possesses excellent communication skills, and has a proven ability to collaborate in a fast-paced SaaS environment. This position is crucial within the Transformation & Business Management team, working closely with various Support teams to ensure smooth operations. The main responsibilities of this role include triaging production issues, conducting end-to-end UAT testing of new capabilities, workflows, or AI agents, and maintaining essential governance for Support tools. By collaborating with Operations team members, this individual plays a vital role in the broader Support ecosystem, directly impacting Support agent effectiveness and customer satisfaction. Key Responsibilities: Support Operations: - Serve as the point of contact for Support issues with Support Operational teams and internal technical teams - Manage Support governance by maintaining agent omni-skill inventory, agent roster, and addressing ongoing requests - Communicate actively and resolve issues within the Change Advocate Network Change Execution: - Collaborate with Support Readiness and Change Management team members to execute key initiatives - Utilize and promote adoption of Support tools/automations and new technologies, methodologies & processes - Conduct and coordinate 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. Experience with AI tools is a plus. - Technical experience in a SaaS environment and proficiency with CRM tools like 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 proficiency in AI-related tools - Intermediate knowledge of Microsoft PowerPoint, Word, and Excel Soft Skills: - Excellent communication, interpersonal, and problem-solving skills - Strong organizational & time-management skills, ability to multitask - Effective collaboration with team members and ability to work independently - Intellectual curiosity and eagerness to learn and adapt to new technologies and processes,