Change & Technology Operations Analyst

As a Change & Technology Operations Analyst, your role involves executing key Support operations and initiatives to benefit Customer Support agents. You are expected to be technically savvy, detail-oriented, possess excellent communication skills, and demonstrate a proven ability to collaborate effectively in a fast-paced SaaS environment. Working within the Transformation & Business Management team, your responsibilities include triaging production issues, conducting end-to-end UAT testing of new capabilities, workflows, or AI agents, and maintaining crucial governance for Support tools. Your collaboration with key Operations team members directly impacts Support agent effectiveness and customer satisfaction. **Key Responsibilities:** - Triage and act as the Point of Contact (POC) for Support issues with the Support Operational teams and internal technical teams - Manage Support governance by overseeing agent omni-skill inventory, agent roster, and handling ongoing requests - Actively communicate and resolve issues within the Change Advocate Network - Partner and collaborate with Support Readiness and Change Management team members on the execution of key initiatives - Be an expert user of Support tools/automations, driving the 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 is a plus - Technical experiences in a SaaS environment and proficiency in working with CRM tools such as Salesforce In terms of the work environment, you can expect a fast-paced, customer-focused support environment with a hybrid work setup. Additionally, there may be occasional overtime or on-call support required during critical periods. Your technical skills should include troubleshooting and problem-solving abilities, especially in UAT testing. You must be analytical, detail-oriented, familiar with Support tools (e.g., Salesforce), and proficient in AI-related technologies. Furthermore, you should have an intermediate knowledge of Microsoft PowerPoint, Word, and Excel. When it comes to soft skills, excellent communication, interpersonal, and problem-solving skills are essential. You should demonstrate strong organizational and time-management skills, with the ability to handle multiple tasks efficiently. Collaboration with team members and the ability to work independently are crucial, along with maintaining intellectual curiosity.,