• Monitor and evaluate support cases to identify high-risk situations that may require proactive engagement. • Assess overall case health, technical progress, and customer communication to ensure timely issue resolution. • Collaborate with support engineers, product teams, and escalation stakeholders to address risks and maintain customer satisfaction. • Develop and improve AI-driven risk evaluation processes using historical support data and prompt engineering techniques. • Analyze support trends and recommend process, workflow, and operational improvements to reduce future escalation risks. • Maintain accurate records of support activities, case evaluations, and remediation efforts. • Investigate technical issues through log analysis, diagnostics, documentation review, and collaboration with technical teams. • Provide technical guidance and support to internal stakeholders regarding software, hardware, and cloud-based technologies. • Independently manage daily workload while balancing multiple high-priority support engagements. • Contribute to continuous improvement initiatives that enhance support quality, operational efficiency, and customer experience.

• Managing the resolution of technical issues for a distinct set of customers. Customers are system administrators who provide mission-critical services via Blackboard e-learning applications to students and faculty at a wide variety of learning institutions • Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to Blackboard products • Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments • Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. Success criteria are highly focused on the customer satisfaction level • Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both customer and appropriate Blackboard employees on the status of all issues on a timely basis • Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers • Drafting and reviewing Knowledge Base articles for Known Issues as well as for frequently recurring issues

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions • Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services • Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges • Assist in the deployment and optimization of customer environments • Monitor and respond to support tickets in a timely manner, maintaining SLAs • Mentor junior team members and contribute to internal training resources • Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction

Role Description We have an exciting opportunity available as a temporary HRIS Cloud Analyst! While in the temporary assignment, the individual will work EST daylight hours, Monday through Friday. This is a paid position that offers fully remote work arrangements during the estimated six-month work assignment. In this role, the Cloud Analyst will provide innovative thinking and problem-solving techniques to support the UPMC Human Resources team. This role supports the development and maintenance of Oracle HCM Cloud and other related HR systems, ensuring relevance, integrity and reliability. Additionally, the Analyst may assist with EHR projects and support HR Shared Services partners. We’re on the hunt for someone who thrives in fast-paced environments, communicates effectively, juggles multiple tasks with ease, and tackles challenges with confidence. Additionally, they have experience with Microsoft Excel, SQL and Oracle HCM. Apply online today! - Provides fundamental system and procedural knowledge in one or more HR related subject areas. - Recommends solutions or alternate methods for improvement that align with business needs and strategic goals. - Provides production support by actively monitoring departmental email and logging in to departmental phone system. - Completes routine requests. - Researches and resolves HR system problems, unexpected results or process flaws. - Escalates and communicates issues through appropriate channels. - Supports system improvements and maintenance under the guidance of the management team and senior staff. - Completes basic configuration of the HR systems. - Supports thorough execution and documentation of key activities (including design, testing, cutover). - Supports change management, ensuring end users are well prepared. Qualifications - Bachelor's degree in Information systems or similar program experience with modern technology and application support through education or practical experience preferred. - OR High School Diploma/GED and two years of experience with modern technology and application support through education or practical experience preferred. - Experience supporting Oracle HCM Cloud application in one or more HR related subject areas preferred. - Experience with SQL and Excel reporting functions highly desired. Licensure, Certifications, and Clearances - UPMC is an Equal Opportunity Employer/Disability/Veteran