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 should be technically savvy, detail-oriented, possess excellent communication skills, and demonstrate a proven ability to collaborate effectively in a fast-paced SaaS environment. This position plays a crucial role within the Transformation & Business Management team, working closely with various Support teams to ensure streamlined operations. The primary focus of this role includes 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 key Operations team members, the Analyst significantly contributes to the broader Support ecosystem, directly impacting Support agent effectiveness and customer satisfaction. Key Responsibilities: - Act as the point of contact for Support issues, collaborating with Support Operational teams and internal technical teams - Manage Support governance by overseeing agent omni-skill inventory, agent roster, and handling ongoing requests - Communicate and resolve issues within the Change Advocate Network effectively - Partner with Support Readiness and Change Management team members to execute key initiatives - Utilize and promote adoption of Support tools/automations, as well as drive the implementation of new technologies, methodologies, and processes - Coordinate and perform all UAT testing for Salesforce and AI initiatives Qualifications: - 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 expertise in a SaaS environment and proficiency in working 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: Technical Skills: - Proficient in troubleshooting and problem-solving (including UAT testing) - Analytical and detail-oriented mindset - Familiarity with Support tools (e.g., Salesforce) and proficiency in AI-related technologies - Intermediate knowledge of Microsoft PowerPoint, Word, and Excel Soft Skills: - Excellent communication, interpersonal, and problem-solving abilities - Strong organizational and time-management skills with the capacity to handle multiple tasks - Effective collaboration with team members and the ability to work independently - Demonstrates intellectual curiosity and a willingness to learn and adapt to new technologies and processes,