Senior IT Solutions Analyst

We are looking for a seasoned Senior IT Solutions Analyst with strong IT customer support experience to join our team in Pune, India. This role focuses on evaluating the effectiveness, adoption, and user experience of IT solutions provided to end-users. You will work closely with technical teams to support the rollout of modern technologies and ensure user readiness through testing and feedback.

A key part of the role involves creating clear, engaging enablement and communication materials such as job aids, knowledge base articles, training content, and newsletters. This is a unique opportunity to bridge IT innovation and user experience, driving global impact through effective solution deployment.

What youll do:

• Collaborate with cross-functional IT teams and subject matter experts to review, edit, and finalize documentation
• Learn from subject matter experts and provide testing
• Suggest improvements to technology or the deployment process to improve user experience and/or adoption
• Assist in creating communication plans and user-facing materials for IT solution rollouts or changes
• Work regularly with our IT Help Desk to curate content that enables employees to troubleshoot and resolve common technical issues
• Work with the rest of the Solutions team to review current solutions
• Perform additional duties as required from time to time

What youll bring:

• BS/BA in Information Systems, English, Computer Science, or other relevant field of study required
• 3+ years of work experience in IT and MS Office suite hands-on experience
• Having a user-centric approach and ensuring solutions are user-friendly and meet their requirements
• Aptitude for identifying issues and developing effective solutions
• Outstanding organizational/time management, planning and prioritization skills
• Experience and ability in clearly explaining technical concepts to non-technical end users and stakeholders
• Excellent command over the English language (especially grammar and sentence composition skills) required

Good to have skills and abilities:

• Experience working in a large IT organization, ideally in a customer service, end-user support role
• Experience and interest in creating user-facing documentation (i.e., Job aids, How-tos, IT Kbs)
• Demonstrated ability to analyze and review IT solutions for fitness, scalability, sustainability, and alignment with business goals
• A strong interest in testing and vetting our innovative technologies
• Ability to analyze existing processes and identify areas for improvement and automation
• Proven ability to collaborate with engineering teams to gather solution requirements, deployment plans, and support models.