Associate Product Usage Analyst (UK Remote)

Turnitin

1d•Remote

About The Position

The Associate Product Usage Analyst will support the research and investigation into tickets concerning the misuse of Turnitin products. This role involves taking appropriate action to validate and halt offending accounts, and collaborating with internal stakeholders to identify trends in investigated cases. The analyst will work closely with the Product Usage Analyst to understand the impact of essay mills and contract cheating on Turnitin products, and provide feedback on emerging misuse trends. Key responsibilities include working within the Misuse team's research and analysis methodologies to detect essay mill usage, monitoring internal misuse reports daily for anomalies, and identifying security vulnerabilities. The role also requires providing regular and ad-hoc reports to the Technical Support leadership team, documenting processes, proactively identifying improvements, and assisting in projects to enhance misuse identification and achieve team objectives. Turnitin is a global education innovator focused on learning integrity, operating with a remote-first culture and a diverse team across over 35 countries.

Requirements

Bachelor’s degree or relevant experience.
Experience in building internal and external customer relationships.
3+ years in a successful customer care role.
User experience of ITS preferably Zendesk.
Excellent written and verbal communication skills.
Strong organizational and analytical skills.
Fluency with using MS Excel or/and Google sheets to an advanced level.
Past experience of working in a data driven role, where a high attention to detail is required in order to surface and investigate potential trends.
Understanding of SaaS.
Experience in understanding suspicious activity in Turnitin.
Familiarity with reporting with a will to develop these skills.
Show discretion when handling sensitive data.
Awareness and understanding of the education sector.

Responsibilities

Support the research and investigation in tickets of the misuse of Turnitin products.
Take the appropriate action to validate and halt offending accounts.
Work with internal stakeholders to identify trends in investigated cases.
Work with our Product usage analyst to understand the impact of essay mills and contract cheating to our products.
Provide feedback around emerging trends in the misuse of Turnitin.
Work within the Misuse team and research and analysis methodologies to detect when essay mills are using our online solutions.
Monitor and analyze internal misuse reports daily to identify anomalies, patterns, and unauthorized activities requiring further investigation.
Identify and review with Product usage analyst security holes that allow for unauthorized access to Turnitin.
Work with Product usage specialist to provide Technical Support leadership team accurately regular and ad-hoc reports related to investigations.
Document processes and procedures where needed and proactively identify improvements.
Assist in projects within the Technical Support team to improve identification of potential cases of misuse.
Assist Product usage analyst on delivery of OKR’s set for the Misuse team.

Benefits

Remote First Culture
Health Care Coverage
Education Reimbursement
Competitive Paid Time Off
Self-Care Days
National Holidays
2 Founder Days + Juneteenth Observed
Paid Volunteer Time
Charitable contribution match
Monthly Wellness or Home Office Reimbursement/ Access to Modern Health (mental health platform)
Parental Leave
Retirement Plan with match/contribution varies by country