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Role Description This is a remote position. - 5 to 8+ years of experience in Technical Analysis / Solution Analysis / System Analysis roles. - Strong experience analysing enterprise web applications or eCommerce platforms. - Good understanding of Microsoft technology stack, especially: - .NET Framework / .NET ecosystem - C# - ASP.NET MVC - SQL Server - Strong understanding of: - web application architecture - APIs and integration patterns - authentication / authorization concepts - data flow and dependency mapping - Experience working with legacy or mature enterprise systems and evaluating modernization options. - Ability to perform detailed level technical feasibility analysis and identify implementation considerations without going too deep into low-level design. - Strong exposure to documentation and analytical deliverables such as BRD/FSD/solution notes/gap analysis/recommendation reports. - Strong communication skills with ability to interact with technical teams, business users, and leadership stakeholders. - Ability to break down complex systems into understandable technical and business viewpoints. Key Responsibilities - Analyse the existing platform from functional, technical, and architectural perspectives. - Review and understand current modules, workflows, integrations, dependencies, and technology landscape. - Support consolidation of current-state application features, technical observations, and major system flows. - Participate in evaluation of shortlisted eCommerce / commerce platforms for functional and technical fitment. - Perform detailed level technical feasibility assessment for modernization options, including: - UI/UX revamp on existing platform - hybrid / incremental modernization - re-platforming options - Identify technical gaps, likely customization areas, integration considerations, and potential constraints. - Work closely with business stakeholders, product teams, designers, and leadership to understand expectations and current pain points. - Support platform comparison, solution fitment analysis, and preparation of recommendation inputs. - Contribute to technical documentation such as: - current-state assessment - technical observations - fit-gap analysis - modernization recommendations - high-level solution options - Collaborate with UI/UX designers to ensure concept direction remains practical from a technical and platform perspective. - Participate in workshops, review discussions, and decision-making support throughout the discovery and planning phase. - Help prepare executive-level and project-level summaries, findings, and supporting materials. Preferred / Good to Have - Experience in eCommerce / B2B commerce platforms or related enterprise commerce ecosystems. - Exposure to platform evaluation or modernization involving solutions such as: - Magento / Adobe Commerce - OroCommerce - commercetools - BigCommerce - Familiarity with: - JWT token-based authentication - API Gateway concepts such as Ocelot - enterprise integrations - middleware / services architecture - Understanding of modernization patterns such as: - replatforming - strangler/hybrid modernization - front-end refresh over legacy backend - Ability to review technical implications of UI/UX changes in enterprise systems. - Experience creating high-level diagrams, comparison matrices, or evaluation frameworks. What We Are Looking For - Strong analytical mindset. - Able to understand both business needs and technical implications. - Comfortable working in ambiguity during early discovery phases. - Good documentation and presentation capability. - Able to ask the right questions and identify risks/gaps early. - Practical thinker who can balance ideal solutions with real-world constraints.

Role Description Clarivate is seeking to hire a Technical Support Analyst (US Shift) to join our Customer Care team. As a vital member of the global customer care organization at Clarivate, you will be responsible for acting as a first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries. If this sounds like an opportunity you are interested in, then we would love to talk to you! Qualifications - Bachelor’s degree (Library sciences, STEM, Computer Science) or equivalent working experience - 2+ years of related client service experience (Software support) - Previous working experience in a library setting or supporting software (preferred) - A master’s degree in library science (preferred) - Experience with XML, Web application development, CSS, SQL, or Microsoft Access (preferred) - Experience with Salesforce or another ticketing system; experience with live chat support (preferred) - Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems (preferred) Requirements - Investigate, diagnose, and communicate solutions to customers regarding application issues and technical problems or questions via a ticketing system and live chat. - Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products. - Author and maintain product support documentation as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc. - Collaborate with colleagues across teams to solve issues, improve time to issue resolution, and streamline the overall customer experience. - Participate in phone calls with customers as needed. Benefits - Holidays: 25 days paid leave per annum - Private Health Insurance - Paid Lunch - Yearly Bonus - Yearly Merit Plan - My Learning Platform - Fit Pass - Life Insurance - Accident Insurance - Company bicycles for rent free of charge

• Manage the end-to-end process of service delivery and operations - both upstream with tier 1 carrier partners and downstream with customers • Provide phone and email support to all customers, delivering professional and technical assistance during the provisioning of mobile, VoIP, and internet services, as well as post-activation support to resolve faults and address customer queries • Design and configuration VoIP deployments • Act as a technical escalation point for voice engineering team members • Provide ticketing support by troubleshooting network faults and service issues, and ensure timely callback and ticket updates • Handle escalated trouble tickets by diagnosing and resolving voice and network faults, while mentoring staff to deliver high-quality service to customers • Demonstrate strong technical aptitude to understand complex issues, resolve high-level fault conditions, and support diverse network technologies • Identify knowledge gaps and define necessary team resources, including recommending training courses and sourcing external trainers where required • Collaborate with engineering teams to develop hardware support documentation, troubleshooting guides, and training materials for the company product suite • Work with the in-house development team to improve workplace tools, automation, and customer self-service options to enhance support efficiency • Provide after-hours on-call support for escalations to management and corporate support teams, and handle scheduled out-of-hours work requests for internal and external stakeholders.