ProductSupportAnalyst

This is a contractual role for 12 months. We are looking for a detail-oriented and technically adept Product Support Analyst to support the administration and operations of our employee third-party benefits SaaS platform. In this role, you will be responsible for executing scheduled and ad hoc operational tasks — including enrollment window management, payroll transitions, report generation, and campaign configuration — in accordance with established SOPs. You will serve as a key point of contact for resolving tool queries, system bugs, and access management requests, working closely with business stakeholders and the third-party vendor's technical support team to ensure timely and accurate issue resolution. Additionally, you will collaborate with Business Analysts and Change Management teams to support UAT cycles and contribute to the development of technical specifications. The ideal candidate brings a blend of operational discipline, analytical thinking, and cross-functional communication skills to thrive in a dynamic, process-driven environment. Key job responsibilities Monitoring and Investigation of Tech Issues: • Deliver mitigation by monitoring tech related issues related to employee benefit enrollment, eligibility changes, reports and pay deductions • Investigate, triage, conduct root cause and mitigate issues within the framework of service level agreement. • Continue to track open issues with tech teams till resolution through code fix and support UAT Proactive mitigation: Monitor issue tracking dashboards on a regular cadence and proactively execute mitigation strategies to avoid future escalations from employees. • Monitor issue tracking dashboards for any new root-cause investigations, blast radius and writing SOPs on mitigation strategies • Collaborate with operations, SMEsand other stakeholders in prioritizing, identifying root cause and implement mitigation strategies to avoid any further escalations. UAT, Training, support and documentation: • Prov