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Job Description Summary:

The Operations Analyst for the Technical Support team will work alongside business analysts, business users and report directly to the Manager, Technical Support Operations. As Operations Subject Matter Expert for all Technical Support business processes, you will be responsible for performing detailed requirements analysis, documenting processes, and performing some user acceptance testing and user training. To succeed in this role you should have strong analytical skills and be able to understand and communicate non-technical users technical needs.

Essential Duties and Responsibilities :

• Prepare, analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards

• Perform and coordinate the analysis, design, configuration and support of Technical Support processes and projects

• Interpret requirements into viable options, able to recommend the most scalable solution and advocate with the business stakeholders for their needs

• Communicate changes, enhancements, and modifications of business requirements — verbally or through written documentation — to stakeholders so that issues and solutions are understood

• Participate in the QA and training of and participate in documenting and providing assistance on system capabilities and functionality

Qualifications:

• At least 3 -5 years experience in a similar role, supporting support or other customer facing service teams; enterprise software experience highly preferred

• Bachelor's degree , or equivalent experience

• Experience documenting and analyzing business and/or technical processes, procedures, policies;

• Advanced organizational and problem-solving skills

• Ability to act as a liaison between technical and non-technical teams and resources with the ability to communicate effectively to diverse audiences

• Experience with Salesforce Service Cloud, or similar tool

• Committed to Rocket’s core values of empathy, humanity, trust and love

• Ability to work Remote with travel as needed

The base salary range for this role is $77,623.00 - $97,029.00 /year. Exact compensation may vary based on skills, experience, and location.

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What Rocket Software can offer you in USA:

Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)

Healthcare coverage options to fit you (and your family’s) needs

Retirement savings, with matching contributions by Rocket Software

Life and disability coverage

Leadership and skills training opportunities

Two paid work days for off-site training

Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

#LI-Remote

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.