ETA Product Support Analyst

Major Responsibilities
Product and user support
Acquire deep knowledge of the supported products, including their integrations with each other and
with other firm and network systems
Analyze and resolve issues raised by users through ServiceNow tickets and other channels, adhering to
established response standards for timeliness and quality
Validate data supplied by users and upload to systems using established processes
Coordinate support activities with specialists on other teams
Identify and report support trends to team managers
Project support (20%)
With guidance, support the testing and documentation of product features with ETA and other teams
Work Experience
Relevant customer/client service experience in a technology-focused role, preferably in a professional
services organization supporting enterprise-level systems
Experience with IT service management tools such as ServiceNow desirable
Understanding of document management and workf...