Senior Support Analyst

Job Description Summary:

The Senior Support Analyst serves as Prism Support Services' senior technical liaison to 196+ higher-education clients and a hands-on builder of the team's AI and automation infrastructure.

Reporting to the VP, Support Services for HHES, this role combines advanced application support (frontline and escalated) with ownership of three currently unowned strategic workstreams from the Prism CS AI & Automation Strategy (BUSR 2026): building the Confluence knowledge base to deflect 38% of "how do I" ticket volume to self-service, capturing a retiring Tier 2 specialist's institutional knowledge into a validated AI knowledge agent before Q1 2027, and developing AI phone/web support agents and Jira workflow automation.

Success is measured by ticket deflection, escalation reduction, knowledge-base coverage, and AI agent deployment — not by ticket throughput alone.

You will serve as a senior support liaison between Prism and its customers and as a cross-functional partner to Development, Product, and CS leadership.



* Fully Remote


* Equipment Provided


* $90,000 Annual Salary

Role Responsibilities:

Frontline & Escalated Support



* Serve as a senior support liaison for PrismCore, PrismWeb, Ratex, and Prism Mobile clients, resolving complex product, configuration, API, integration, and database issues via phone and electronically submitted tickets.


* Perform root-cause analysis on software configuration, setup, and code issues; deliver durable resolutions rather than one-off patches, escalating per departmental guidelines when needed.


* Lead or contribute to post-incident root-cause documentation (postmortems), ensuring follow-up actions are tracked to closure.


* Proactively monitor at-risk tickets and accounts against SLA commitments and flag potential breaches before they occur, rather than relying solely on automated aging alerts.


* Maintain detailed records in the client tracking system; document processes, routines, and resolution procedures per team standards.


* Conduct Support webinars for internal staff and external customers.

Knowledge Capture & Documentation



* Own documentation for one or more core Prism products as the named documentation owner: audit existing content, author and update Confluence articles, and retire legacy help files — targeting ≥50% product coverage by November 30, 2026.


* Partner directly with the retiring Tier 2 specialist to capture institutional product knowledge: review recorded process walkthroughs, organize content into structured Confluence articles, and build/test/validate the resulting AI knowledge agent — targeting completion by November 30, 2026 (ahead of Q1 2027 retirement).


* Measure and report documentation effectiveness through ticket-deflection rates, targeting reduction of "how do I" Discovery tickets from 38% to