Platform Support Analyst
Platform Support Analyst
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1 Vacancy
Job Description
Fusion HCR is hiring! Platform Support Analyst contact onsite in Draper Utah!
The Platform Support Analyst is responsible for troubleshooting and providing support with various applications and services within the business. This role addresses operational issues and tasks and serves as an escalation point for complex IT-related issues requiring additional in-depth troubleshooting research and resolution.
Essential Job Functions
- Monitor and provide advanced troubleshooting and metrics to employees including but not limited to access issues system complications roles and permissions and post-deployment impacts. Collaborate with IT and internal business partners to outline clear and consistent resolution updates.
- Research and analyze customer feedback through SQL metrics. Identify pain points and areas for improvement in the user experience. Partner with the Product Team to report and outline ticket patterns for analysis support and resolution.
- Document procedures and resolutions for low to moderately complex issues for remediation by various IT teams.
- Acknowledge outline progress updates and effectively communicate status updates regarding ticket management with business and IT partners. Report bugs on frequent issues escalating through appropriate paths to ensure prompt resolution.
- Answer inbound phone calls and provide remote support and account assistance for company employees when required.
- Follow organizational systems programs training policies and procedures ensuring compliance with relevant legal mandates.
- Actively support the safety program and adhere to the Injury and Illness Prevention Program (I2P2).
- Carry out responsibilities in an honest ethical and professional manner.
- Handle other duties as delegated by supervisor/management.
Minimum Qualifications
- Bachelors degree in information technology data analytics or a related field or an equivalent combination of education and experience required.
- Minimum two (2) years of IT experience preferred.
- Intermediate experience with data analysis tools/software (Excel SQL Tableau).
- Experience in the tech or software industry preferred.
- Familiarity with Agile development methodologies preferred.
Knowledge/Skills/Abilities:
- Strong analytical problem-solving and critical thinking skills.
- Excellent written and verbal communication abilities.
- Strong documentation skills (including process flows/screenshots).
- Knowledge of statistical analysis and data visualization.
- Ability to collaborate in a team environment.
- Understanding of market research methodologies and SQL data analysis.
- Familiarity with product lifecycle and development stages.
- Knowledge of industry trends customer behavior and feedback collection.
- Project management and multitasking skills.
- High attention to detail accuracy and adaptability to changing priorities.
- Customer-focused mindset.
Required Experience:
IC
Employment Type
Full Time
