Technical Product Analyst

Job Summary

Providing technical and functional support for the IMS (OnBase) platform, the full-time Technical Product Analyst II will troubleshoot application issues, resolve customer incidents, and maintain accurate case documentation while working remotely.

Key responsibilities:

• Serve as the primary point of contact for support cases, collaborating with customers and internal teams to drive issues to resolution
• Document troubleshooting methodologies and contribute to team knowledge to enhance resolution times for all case types
• Mentor peers in areas of expertise and participate in collaborative engagements with internal and external customers

Required qualifications:

• 2+ years of Help Desk and/or customer service experience
• 2+ years of scripting experience, including SQL, Progress, and Powershell
• 2+ years of basic PC troubleshooting and/or repair experience
• Proficiency in Microsoft Office suite for document creation
• Education: Bachelor's or Associate's degree in IT or related field preferred