Support Analyst Jobs

About The Position

Requirements

• 3-5+ years in a client/user-facing Software Support or Quality Assurance role
• Hands-on Jira Service Management (JSM) administration experience — workflows, automation rules, fields/forms, queue and permission configuration — is required, not just end-user ticket experience
• Strong understanding of customer support principles in a modern technology ecosystem.
• Excellent written and verbal communication; comfort adjusting tone and detail for technical peers vs. non-technical audiences
• Analytical, data-driven approach to investigation, decision-making, and reporting
• Demonstrated mentorship and collaborative negotiation skills
• Comfort with ambiguity — this role's scope will evolve based on performance and organizational need
• AI fluency: experience building AI-assisted workflows (automated triage, drafted responses, self-service deflection) rather than only using AI for personal productivity.

Nice To Haves

• ITIL 4 certification a strong plus
• Healthcare data privacy familiarity preferred
• Prior experience owning a vendor relationship, leading projects, or informally mentoring teammates — even without a formal management title — is a strong plus
• Bachelor's degree in a relevant field (computer science, healthcare management, or related discipline) preferred

Responsibilities

• Own escalated helpdesk ticket management across classification, clarification, escalation, resolution, and communication for both IT and Customer/Operations queues.
• Take ownership of vendor relationships on a defined progression — shadowing, then point-person with support, then independent ownership — including patch/update/release coordination
• Maintain and evolve ticket categorization taxonomy, including Ticket Type and Problem/Known Error linkage, and partner with AI/automation initiatives to reduce manual work
• Administer Jira Service Management (JSM) directly — workflows, fields, forms, automation rules, queue configuration, and user/agent provisioning — as the team's day-to-day system owner
• Maintain accurate, current documentation of technical processes, configurations, and issue-resolution procedures; contribute to Knowledge Base articles and SOPs
• Implement and maintain data security measures in compliance with healthcare industry and data privacy regulations
• Participate in quality assurance activities, including testing and validation of new or modified features and processes
• Serve as a key stakeholder in the end-to-end software development lifecycle, ensuring high-quality, timely delivery of solutions
• Define and uphold SLAs with clear, proactive communication on status and resolution.
• Mentor and coach Tier 1 team members on complex technical challenges; take initiative in running informal or structured 1:1s
• Build and own reporting — synthesizing team activity into clear, leadership-ready summaries rather than raw status updates
• Identify recurring problems, perform root cause analysis and drive permanent fixes rather than repeated manual resolution — an automation-first mindset
• Demonstrate sound judgment on when to escalate, when to decide independently, and when to loop in leadership
• Other responsibilities as required

Benefits

• Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions