Provide frontline and escalated technical support for Prism products, perform root-cause analysis and post-incident documentation, own and author Confluence knowledge-base content, capture institutional knowledge into an AI knowledge agent, and build/deploy AI phone/web support agents and Jira automations. Act as cross-functional liaison, mentor analysts, and measure impact via ticket deflection and escalation reduction.
Job Description Summary:
The Senior Support Analyst serves as Prism Support Services' senior technical liaison to 196+ higher-education clients and a hands-on builder of the team's AI and automation infrastructure. Reporting to the VP, Support Services for HHES, this role combines advanced application support (frontline and escalated) with ownership of three currently unowned strategic workstreams from the Prism CS AI & Automation Strategy (BUSR 2026): building the Confluence knowledge base to deflect 38% of "how do I" ticket volume to self-service, capturing a retiring Tier 2 specialist's institutional knowledge into a validated AI knowledge agent before Q1 2027, and developing AI phone/web support agents and Jira workflow automation. Success is measured by ticket deflection, escalation reduction, knowledge-base coverage, and AI agent deployment — not by ticket throughput alone. You will serve as a senior support liaison between Prism and its customers and as a cross-functional partner to Development, Product, and CS leadership.
- Fully Remote
- Equipment Provided
- $90,000 Annual Salary
Role Responsibilities:
Frontline & Escalated Support
- Serve as a senior support liaison for PrismCore, PrismWeb, Ratex, and Prism Mobile clients, resolving complex product, configuration, API, integration, and database issues via phone and electronically submitted tickets.
- Perform root-cause analysis on software configuration, setup, and code issues; deliver durable resolutions rather than one-off patches, escalating per departmental guidelines when needed.
- Lead or contribute to post-incident root-cause documentation (postmortems), ensuring follow-up actions are tracked to closure.
- Proactively monitor at-risk tickets and accounts against SLA commitments and flag potential breaches before they occur, rather than relying solely on automated aging alerts.
- Maintain detailed records in the client tracking system; document processes, routines, and resolution procedures per team standards.
- Conduct Support webinars for internal staff and external customers.
Knowledge Capture & Documentation
- Own documentation for one or more core Prism products as the named documentation owner: audit existing content, author and update Confluence articles, and retire legacy help files — targeting ≥50% product coverage by November 30, 2026.
- Partner directly with the retiring Tier 2 specialist to capture institutional product knowledge: review recorded process walkthroughs, organize content into structured Confluence articles, and build/test/validate the resulting AI knowledge agent — targeting completion by November 30, 2026 (ahead of Q1 2027 retirement).
- Measure and report documentation effectiveness through ticket-deflection rates, targeting reduction of "how do I" Discovery tickets from 38% to <20% of PrismCore volume within 3 months of knowledge base launch.
AI Implementation & Ticket Automation
- Develop and deploy an AI phone agent to automatically field and triage inbound support calls — operational by November 30, 2026 (90-day probation KPI).
- Contribute to the development of AI web support agents for customer self-service ticket creation and resolution.
- Partner on Jira workflow redesign: AI-assisted ticket creation, SLA aging alerts, ticket-aging dashboard visibility, and a canned-response library to reduce manual handling.
- Apply root-cause and problem-management skills to recurring defect patterns (e.g., product-key errors, reporting/tax defects, integration bugs) to eliminate repeat ticket volume at the source — targeting 50% reduction in escalated ticket volume within 3 months of root-cause remediation.
- For accounts with recurring integration or configuration issues, proactively review setups and recommend preventive changes.
Cross-Functional Partnership & Mentorship
- Act as a liaison with Development and Product on escalations, building consensus and driving follow-through without direct authority.
- Advise clients on configuration and integration best practices during onboarding or major changes — proactively, not only in response to submitted tickets.
- Mentor Support Analysts on troubleshooting methodology, root-cause discipline, and ticketing/Agile best practices.
- Report progress on knowledge-base coverage, AI agent deployment, and automation initiatives to CS leadership on a periodic cadence.
Qualifications (Required)
- 3+ years of application support experience in a SaaS, ERP, or complex software environment, with a demonstrated track record of root-cause analysis and problem resolution — not just ticket closure.
- Demonstrated experience with knowledge management systems (Confluence or equivalent): content architecture, article authoring, and structured documentation practices.
- Working proficiency with Jira (or equivalent issue-tracking platform), including workflow configuration, automation rules, and reporting/dashboard creation.
- Sound understanding of API and web services technologies, database concepts, and email technology troubleshooting.
- Demonstrated ability to work cross-functionally with Development, Product, and leadership stakeholders — influencing outcomes without direct authority.
- Strong written and verbal communication skills, including the ability to present technical concepts to both technical and non-technical audiences (webinars, postmortems, executive updates).
- Willingness and ability to work with AI tools in daily workflows; commitment to building AI proficiency as a core competency of the role.
Preferred Qualifications
- Direct experience with Prism product suite (PrismCore, PrismWeb, PrismRBS, Ratex, or Prism Mobile).
- Prior experience in a Problem Management, Customer Reliability Engineer, or Technical Support Engineer role with explicit root-cause/systems-thinking responsibilities.
- Hands-on experience building or configuring AI agents, chatbots, or automated triage systems (any platform).
- Experience with Agile/Scrum methodologies in a support or development-adjacent context.
- Familiarity with higher-education retail, campus ERP, or Point of Sale/eCommerce environments.
- Experience capturing institutional or tribal knowledge from subject-matter experts and converting it into structured, searchable documentation or training materials.
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