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Product Support Analyst (L2) – Client Support | UAT | Jira

EVERSANA
Pune, IND
Full-time
Mid · 5+ years experience
Hybrid
Discovered 2 days ago
servicenow

Full Job Posting

PREFERRED QUALIFICATIONS:

  • BE / BTech / ME / MTech / BCA / MCA / BCS / MCS or equivalent relevant experience.
  • Experience using AI or Generative AI tools to improve support operations, testing, documentation, analysis, or process efficiency.
  • Exposure to AI agents, agent-based workflows, AI automation, or building simple AI-enabled workflows is preferred.
  • Experience identifying and implementing process improvements or automation initiatives.
  • OUR CULTURAL BELIEFS:
  • Patient Minded I act with the patient’s best interest in mind. Client Delight I own every client experience and its impact on results. Take Action I am empowered and empower others to act now. Grow Talent I own my development and invest in the development of others. Win Together I passionately connect with anyone, anywhere, anytime to achieve results. Communication Matters I speak up to create transparent, thoughtful and timely dialogue. Embrace Diversity I create an environment of awareness and respect. Always Innovate I am bold and creative in everything I do.
  • Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.
  • From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.
  • Follow us on LinkedIn | Twitter
  • At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Qualifications

  • 5+ years of relevant experience in Product Support, Application Support, Business Analysis, or a similar client-facing support role.
  • Experience working in client-facing roles and directly supporting international clients, preferably across US and/or European geographies.
  • Strong analytical and problem-solving skills with the ability to perform issue analysis, data interpretation, validation, and troubleshooting.
  • Experience working with UAT, Pre-Production, and Production environments, including smoke testing and sanity testing.
  • Experience creating or executing test scenarios, test scripts, and validating application changes.
  • Strong understanding of the Software Development Life Cycle (SDLC) and software release processes.
  • Proficiency in using AI/Generative AI/LLM tools for research, analysis, documentation, testing, and productivity improvement, with the ability to validate outputs and manage associated risks.
  • Ability to demonstrate good accuracy, judgment, risk management, and value creation when using AI tools.
  • Strong proficiency in MS Excel, including data analysis, interpretation, validation, and functions such as VLOOKUP/XLOOKUP.
  • Experience using ticketing and issue management tools such as JIRA, ServiceNow, or similar platforms.
  • Excellent verbal and written communication skills.
  • Strong stakeholder management, coordination, and follow-up skills.
  • Ability to work in a fast-paced, SLA-driven environment and drive issues through to resolution.
  • Proactive, detail-oriented, and result-oriented with strong time-management skills.
  • Ability to work flexible hours, including European and/or US business hours.
  • Ability to quickly learn new products, technologies, processes, and AI-enabled tools.
  • Experience with chat support is preferred but not mandatory.
  • Ability to maintain high levels of customer satisfaction through effective communication and service delivery.
  • BE / BTech / ME / MTech / BCA / MCA / BCS / MCS or equivalent relevant experience.
  • Experience using AI or Generative AI tools to improve support operations, testing, documentation, analysis, or process efficiency.
  • Exposure to AI agents, agent-based workflows, AI automation, or building simple AI-enabled workflows is preferred.
  • Experience identifying and implementing process improvements or automation initiatives.

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