Production Support Analyst

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The Production Support Analyst will work with our client (a Fortune 500 company). The candidate should be able to learn new technologies quickly and explain it to non-technical users with ease. The incumbent will understand, manage new tools and technologies used for project management and carry-out documentation for team members on the same. The Production Support Analyst will understand the day-to-day activities of the team and identify how to help them improve their processes through technology.

Roles & Responsibilities

  • Experience in Project management and reporting and ability to understand and adapt to new technologies quickly.
  • Creating documentation tools’ on feature enhancements of tools being used by team members.
  • Training other team members (in both GUR and MTV) on technologies and tools.
  • Identify necessary features in BRD and PRDs, and prioritize requests to optimize efficiency for team.
  • Measure the efficiency, quantify, and communicate expected impact of the requested changes/feature updates.
  • Understand what the team does day to day and identify how to help them improve their processes through technology.
  • Use SQL to pull data on operations and present it.


  • Expertise in JIRA Administration.
  • In depth knowledge of SQL.
  • In depth understanding of project management tools and processes.
  • Excellent communication skills in English (both written and verbal).
  • Ability to effectively communicate and explain technical information in a clear and understandable manner to non-technical users.
  • Strong interpersonal skills with the ability to build long-term working relationships with co-workers, management and other stakeholders.
  • Ability to independently, resourcefully, and creatively research and implement new solutions.
  • Understanding of digital marketing metrics i.e. open rates, click rates, etc., what they mean and how they can be improved.

Education and Experience

  • Bachelor’s degree with an emphasis on quantitative or technical work (Computer Science, Statistics, Mathematics) or equivalent practical experience.
  • 2-3 years of experience in Project management tools and processes.

Knowledge and Competencies

  • Experience in working within global setting.
  • Strong organizational skills with the ability to work well under pressure and balance multiple projects.
  • Strong reporting and analytical skills.
  • Proven ability to create and monitor KPIs.