ION
Principal Analyst
🌎London
9 months ago
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Job Description
The Role
We are looking for Principal Analysts role, who will deploys solutions to complex client requirements, which can be technical or functional in nature. Extensive product and market knowledge is required to independently evaluate, engineer, and test solutions that may involve answers to complex questions, address database integrity issues, and/or provide workarounds to application issues.
Principal Analysts act as a key liaison point between the L1/L2 Support functions and product development in ensuring information and preparation is optimized to rapidly provide solutions when required. This also includes acting as an escalation point for the L1/L2 teams to pull in SMEs and prioritize work to satisfy client needs and maintain positive client satisfaction levels.
Principal Analysts have a significant role in providing feedback loops for the support operation regarding the knowledge and best practices of Support Services. These individuals work closely with the support team to provide training and knowledge reinforcement to improve the front-line resolution rate of the L1/L2 teams. Review and approve knowledge base articles on regular cadence.
