Change & Tech Ops Analyst

RealPage

  • Telangana
  • Permanent
  • Full-time
  • 6 days ago
Overview:The Change & Technology Operations Analyst is an individual contributor responsible for executing key Support operations and initiatives for the benefit of Customer Support agents. The ideal candidate will be technical savvy, detail-oriented, has excellent communication skills, and proven ability to collaborate in a fast-paced SaaS environment. This is an important role within the Transformation & Business Management team working collaboratively with various Support teams to ensure streamlined operations.This role focuses on triaging production issues, end-to-end UAT testing of new capabilities, workflows, or AI agents, and maintaining key governance for Support tools. By collaborating with key Operations team members, this individual is a key part of the broader Support ecosystem. The Analyst can directly impact Support agent effectiveness and customer satisfaction.Responsibilities:Support Operations
  • Triage and be the POC for Support issues with the Support Operational teams and internal technical teams
  • Manage Support governance through agent omni-skill inventory, agent roster, and on-going requests
  • Actively communicate and resolve issues within Change Advocate Network
Change Execution
  • Partner with and collaborate with Support Readiness and Change Management team members on execution of key initiatives
  • Understand and be an expert user of Support tools/automations and drive adoption of new technologies, methodologies & processes
  • Perform and coordinate all UAT testing for Salesforce and AI initiatives Qualifications:
QUALIFICATIONSRequired:
  • Bachelor's degree in Information Management, Business Administration, or a related field.
  • Minimum of 2 years of experience in information management, Customer Support Operations or a related field. 1+ year working with AI tools a plus.
  • Technical experiences in a SaaS environment and working with CRM tools such as Salesforce
Work Environment
  • Fast-paced, customer-focused support environment.
  • Hybrid work setup
  • Occasional overtime or on-call support during critical periods.
KNOWLEDGE/SKILLS/ABILITIESRequired:Technical Skills:
  • Troubleshooting and problem-solving abilities (UAT testing)
  • Analytical and detail-oriented
  • Familiarity with Support tools (e.g., Salesforce) and proficient in AI related
  • Intermediate knowledge of Microsoft PowerPoint, Word and Excel.
Soft Skills:
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong organizational & time-management skills with the ability to handle multiple tasks
  • Ability to collaborate effectively with team members and work independently
  • Intellectual curiosity

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