Implementation Analyst

Key Responsibilities:

• Provide 2nd Level Helpdesk Support by investigating, analyzing, troubleshooting, and resolving technical and application-related issues escalated from Level 1 Support.
• Perform troubleshooting and root cause analysis for system issues and coordinate with technical or development teams for issues requiring further investigation.
• Monitor and follow up on incident/ticket status to ensure issues are properly recorded, handled, and resolved within the required timeframe.
• Provide technical support and guidance to users during system implementation, deployment, and operational phases.
• Develop, maintain, and update User Manuals, Technical Guides, SOPs, and other system-related documentation.
• Translate technical system functions and processes into clear and user-friendly documentation for non-technical users.
• Conduct On Site Training for end users, support personnel, and operational teams covering system usage, operational procedures, and basic troubleshooting.
• Prepare training materials, presentation slides, demonstrations, exercises, and supporting documentation based on system functionality and requirements.
• Support User Acceptance Testing (UAT) by assisting users with testing activities, identifying system issues, and documenting findings for further action.
• Collaborate with Project, Technical, Development, and Operations teams to communicate user issues, feedback, and system requirements.
• Support system rollout and post-implementation activities, including user onboarding, troubleshooting, and system stabilization.
• Maintain records of incidents, troubleshooting activities, user feedback, training sessions, and project documentation.
• Identify recurring issues and provide feedback to the project team to improve system stability, support processes, and overall user experience