Technical Support Analyst 4

This is a critical, high-impact position assisting users with a modern digital licensing and case-management platform., * Work Arrangement: 100% Onsite (5 days a week, Monday Friday)

• Interview Process: Strictly In-Person Only (No virtual options; candidates must be willing to interview on-site)

What You Will Do (Day-to-Day)

• Primary Support: Act as the first point of contact for external users navigating a modern digital application portal.
• Triage & Resolve: Diagnose, troubleshoot, and resolve user-reported system and workflow issues, escalating to development teams when necessary.
• System Testing: Conduct routine quality checks and test new system features to ensure business needs are met.
• Guide & Document: Create user-friendly quick-start guides, FAQs, and manage requests using standard ticketing systems., * 8+ Years of SaaS / Low-Code Platform Support: Proven experience supporting SaaS or low-code/no-code applications (e.g., ServiceNow, Appian, Power Platform, Salesforce).

• 8+ Years of IT Support: Extensive experience in application support, technical help desk, or customer-facing technical support., * 8+ Years of System Testing: Hands-on experience testing complex workflows and system functionality.
• Strong Translation Skills: Exceptional ability to translate complex technical concepts into clear, patient, and user-friendly instructions.
• Regulatory/Gov Support (Highly Desired): Experience supporting government, regulatory, compliance, or licensing-driven systems.
• Ticketing Systems: Familiarity with ticketing platforms like ServiceNow, Jira, or Freshdesk.