Analyst Customer Support Products

Job description

Position Summary The Analyst of Customer Support Products is responsible for analyzing cost-benefits, impacts and Return on Investments (ROI) of projects that impact Customer Support. The Analyst is responsible for product performance, improvements and defects as it relates to Customer Support, and occasional adhoc projects as well as post implementation analysis and evaluation to spearhead enhancements and drive process improvements. Essential Responsibilities: - Work with multiple departments across the network to support projects affecting Customer Support - Work with Customer Support Leadership Team to identify potential solutions and articulate business requirements for system enhancements to IT - Working with IT, provide input, review and signoff on product roadmaps; inclusive of defects and enhancements - Analyze impact of product defects to Customer Support; budget, Customer and/or Crewmember experience - Work with IT to approve test scenarios for potential scenarios not previously encountered but likely to occur after product implementation - Responsible for post implementation business evaluation including validation against stated cost benefit analyses - Make recommendat...