Support & Testing Analyst

Title: Support & Testing Analyst Division: Technical ServicesReporting to: Operations & Customer Success ManagerSUMMARYThe Support & Testing Analyst provides technical and administrative support for clients and internal teams, managing support tickets, assisting the test team with SIT and UAT, and maintaining accurate documentation. The role ensures timely resolution of client issues, supports operational efficiency, and contributes to the ongoing development of expertise in the Planview PPM platform.KEY RESPONSIBILITIES •   Internal support desk: Respond to and resolve internal & client support desk issues related to access, configuration, and troubleshooting.•   Management of client support queues and tickets.•   Work with cross-functional teams to provide regular production upgrades and updates.•   Provide regular updates to internal teams and clients around ticket progress. Adhere to ticket resolution KPI’s.•   Provide support and assistance to the testing team, provide SIT & UAT support. Assist test team with the development of test scripts.•   Planview PPM platform learning and support: Gain knowledge of our Planview PPM platform, with the goal of providing support.•   Documentation and reporting: Maintain accurate records of administrative processes, configurations, and troubleshooting steps. •   General administrative support: Provide other administrative tasks as required to support the team and improve operational effectiveness.SELECTION CRITERIA Qualifications & Skills · Proven experience in an administrative or support role, ideally with a focus on SaaS or IT systems administration.·  Experience with reporting tools, Excel or PowerBI to generate insights from data usage, support requests, or licensing, can help improve efficiency.·  Experience in script generation & test case development.· Understanding of IT Security and compliance: Basic knowledge of security best practices for cloud platforms.·  Willingness to learn and develop expertise in the Planview PPM platform.·  Strong problem-solving skills, with a proactive approach to identifying and resolving technical issues.·  Excellent communication skills, both verbal and written, with the ability to explain technical information clearly.·  High attention to detail and organisational skills.·   Ability to work independently and as part of a remote team.