Product Support Analyst (L2) – Client Support | UAT | Jira

The purpose of the role “Product Support Analyst” is to provide functional Level 2 support to global customers for the application through different channels. The role will be responsible for issue analysis, coordination with internal cross-functional teams, testing, data validation, client communication, SLA adherence, and continuous process improvement.

The Product Support Analyst will also be expected to leverage AI and Generative AI tools responsibly and effectively to improve research, analysis, documentation, testing, process efficiency, and overall quality of deliverables.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• This role is focused on managing Level 2 support of the Product.
• Perform the first level of analysis after an issue or change is reported by the client and coordinate with internal cross-functional teams to drive resolution.
• Perform testing after bug fixes or changes in UAT/Pre-Production environments before Production deployment and/or client sign-off.
• Conduct smoke testing and sanity checks in Production environments.
• Continuously follow up with cross-functional teams to ensure tasks and bug fixes are completed within predefined SLAs.
• Act as an effective communicator and coordinator between internal teams and clients to ensure timely resolution and closure of issues.
• Interact directly with global clients through calls, emails, chats, and other communication channels.
• Ensure adherence to SLAs and drive timely closure of client requests, incidents, changes, and ad hoc requests.
• Perform data loads through ETL procedures and validate data accuracy and completeness.
• Analyze data, identify issues or trends, and support troubleshooting and resolution activities.
• Develop, document, and continuously improve business and support processes.
• Maintain a high standard of quality across all deliverables and client interactions.
• Proactively identify opportunities to improve support processes, efficiency, quality, and customer experience.
• Strive to generate strong customer satisfaction scores through effective communication, ownership, and timely resolution.
AI & GENERATIVE AI PROFICIENCY:

The candidate should be proficient in the responsible use of AI, Generative AI, and Large Language Model (LLM) tools to improve the speed, quality, accuracy, and efficiency of project and support-related work.

This includes the ability to:

• Use AI/LLM tools for research, self-learning, issue investigation, root cause analysis, and understanding functional or business requirements.
• Use AI tools to assist in creating, editing, reviewing, and improving deliverables such as support documentation, incident summaries, root cause analysis documents, test scenarios, test scripts, test data, process documentation, status reports, client communications, and project assessments.
• Apply effective prompting techniques to obtain relevant and useful outputs while independently validating the accuracy and reliability of AI-generated information.
• Demonstrate sound judgment regarding what AI-generated content can be trusted, edited, escalated, or rejected.
• Validate AI-generated outputs for accuracy, completeness, consistency, and alignment with business and organizational standards.
• Understand and manage risks associated with AI usage, including data privacy, confidentiality, sensitive information, inaccurate outputs, and inappropriate use of customer or company data.
• Identify opportunities to use AI to automate or accelerate repetitive support, testing, documentation, analysis, and reporting activities.
• Have introductory-level experience or understanding of AI agents, agent-based workflows, or automation using AI, with the ability to contribute to the development or use of agents that improve team productivity, implementation timelines, quality, and efficiency.
• Demonstrate proven examples of using AI to deliver faster, more efficient, higher-quality, or higher-value outcomes.

Department: Digital & Technology
Function: Consulting
Experience Level: Mid-Senior Level