Operational Support Analyst

2 weeks ago


Sydney, Australia Hatch Full time

** This role is at Prospa (not for Hatch)**

Hatch is supporting Prospa to find a great Operational Support Analyst to join their Business Operations and Strategy team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Prospa

**About the role at Prospa**

Reporting to our Sales and Operations Enablement Manager, you’ll support the entire Sales and Operations team in triaging, managing, resolving, and reporting on tech-related issues, requests & escalations. You’ll ensure uninterrupted functioning of various systems including telephony, Salesforce and allied systems as well as managing change requests.

**What you will be doing**
- First line technical resolution support, triaging, resolution facilitation and reporting
- First line Operations systems support
- Creating and submitting tech-related tickets for the Operations teams
- Resolving first line technical customer and staff support tickets across Operations
- Priming tickets for the second line Support Engineering teams to resolve
- Tracking tickets, ensuring resolutions adhere to SLAs, reporting.
- Triage inbound technical issues including
- Daily on demand support
- JIRA & Zendesk ticket support & queue management
- Maintain accurate information in the Salesforce CRM
- Communicating with stakeholders across Operations and Support Engineering to initiate, facilitate resolution of tech escalations, requests
- Participate in and contribute to technical troubleshooting
- Make recommendations as a system administrator for improvements /projects, work with the vendors on their product roadmap and determine how Prospa can leverage on that.

**Seniority**

**Junior** - A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.

**Responsibilities**
- Process Management and Ongoing Improvement - Manage and improve organizational processes to minimize complexities and increase productivity
- Stakeholder Engagement - Partner with stakeholders to understand specifications, business requirements, and communicate insights
- Quality Assurance - Ensure processes, procedures and tools meet quality requirements set by the organization

**Strengths**
- Attention to detail - Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables
- Collaboration - Works with others by being open, clear in communication and listening to achieve goals
- Written communication - Writes in a clear and structured format to convey information and ideas effectively to a target audience

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Prospa.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $60,000.00 - $85,000.00 per hour

Work Location: In person



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