• Resolve incidents, monitor software and infrastructure, and provide timely feedback and resolution to clients. • Work with clients on issues that are occurring, drive the team to the root cause, and find a solution to not recur in the future. • Work independently with customers, users, and external and internal resources, both functional and technical to define concepts and solutions. • Determine the root cause of an issue, document resolution for further review, and provide training material. • Provide clear and concise documentation. • Will be required to work on-call rotations which include nights and weekends as an escalation point. • Monitor the incident queue and resolve incidents. Continue to learn new skills and stay current with the technology used in the industry.

• Monitor the incident queue and resolve incidents • Escalate support incidents when appropriate • Determine root cause and document resolution or training material • Identify proactive opportunities and escalate to the Lead Analyst or manager • Implement proactive solutions as directed by manager • Provide clear and concise documentation • Coach, train and mentor other analysts • Support Lead Analysts, as requested • On-call rotation to include nights and weekends • Continue to learn new skills and stay current with technology used in the industry

• Provide support for the customized PeopleSoft Financials solution (9.2) upgrade. • Manage and work on the implementation of retrofits and updating inputs. • Handle and support a number of customized modules and supplemental applications associated with PeopleSoft. • Collaborate with the team to understand client’s business needs and objectives.

• Serve as the highest technical escalation point within support, driving issues to full resolution. • Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise. • Help design and optimize our support platform, workflows, playbooks, and documentation standards. • Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements. • Identify trends from customer interactions and translate them into actionable insights. • Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer. • Support onboarding and ongoing customer usage to ensure value realization. • Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.