Product Support Analyst

Agilus Work Solutions; Edmonton; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading company is seeking a detail-oriented Analyst to support their Product Information Management (PIM) system. The role involves training users, troubleshooting technical issues, and ensuring adherence to business needs. Candidates should possess strong Excel skills, basic SQL knowledge, and the ability to analyze data effectively. This is a fantastic opportunity for someone looking to leverage their analytical skills and support a critical business application.

Qualifications

• 2+ years experience with Microsoft Excel and Office.
• 1-3 years of basic SQL query experience.
• Essential skills in data analysis and critical thinking.

Responsibilities

• Conduct training for system users and provide Level 1 technical support.
• Analyze and troubleshoot user issues to improve the platform.
• Support User Acceptance Testing (UAT) and provide feedback.

Skills

Data Analysis

Interpersonal Skills

Troubleshooting

Critical Thinking

Multi-tasking

Tools

Microsoft Excel

Microsoft Office Products

SQL

JIRA

ServiceNow

Job description

The Analyst will liaise to provide additional 1 : 1 or group training where needed for system users to perform necessary activities. They will perform initial troubleshooting steps to resolve common issues such as determining if an item has reached all necessary data inputs to be visible on website. Compiling metrics to track progress against ticket completion and also determining common patterns and coming up with action plans that may address common user pain points.

Roles and Responsibilities

Subject Matter expert in PIM system – deep understanding of the implementation of the platform and its applicability to business outcomes.

Conduct Internal Associate training as required and will support technical questions from all PIM stakeholders

Provide Level 1 Support for the application and perform troubleshooting steps to replicate the issues user faces and determine root cause

Provide UAT (User Acceptance Training) support, guidance and feedback to ensure all system enhancements adhere to business needs.

Minimum Qualifications...

• 2+ years experience utilizing Microsoft Excel and Microsoft Office Products (ie. Lookup / If Functions, Pivot Tables, formatting data)
• 1-3 years to perform basic SQL queries
• Basic data analysis skills are essential for this role
• Interpersonal skills as training others in the system will be a key requirement
• Ability to critically think and analyze technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness : ability to match resources to technical issues appropriately.

Preferred Qualifications...

• Experience with PIM (Product Information Management systems) an asset
• Experience with JIRA ticketing system an asset
• Experience with ServiceNow ticketing system an asset