Enterprise Applications Analyst, Senior

Progress Software Corporation
medical insurance, life insurance
United States, Massachusetts, Burlington
15 Wayside Road (Show on map)
May 15, 2025
We are Progress (Nasdaq: PRGS) - the experienced, trusted provider of products designed with customers in mind so they can develop the applications they need, deploy where and how they want, and manage it all safely and securely. We're proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as aEnterprise Applications Analyst, Senior and help us do what we do best: propelling business forward. In this role you will: Support Team Leadership & Operations: Lead the resolution of highly escalated incidents and service requests, often involving complex technical challenges and extended troubleshooting. This includes proactive identification and mitigation of recurring issues. Mentor and provide technical guidance and support to Level 1 analysts, fostering a collaborative and supportive team environment. You will share best practices and contribute to the team's professional development. Ensure consistent adherence to service level agreements (SLAs) and key performance indicators (KPIs) across all support levels. You will analyze performance data and propose improvements to enhance team efficiency. Contribute significantly to the development and maintenance of knowledge base articles and documentation to facilitate both internal training and proactive user support. Customer Support & Strategic Problem Solving: Serve as the primary escalation point of contact for highly complex technical challenges faced by internal users. Proactively identify and address system-wide issues or performance bottlenecks, presenting strategic solutions to improve processes and reduce recurring problems. You will take a new perspective on developing solutions, exercise judgment based on the analysis of multiple sources of information and propose innovative solutions. Maintain proactive, transparent communication with stakeholders throughout the entire issue resolution process, including follow-up and analysis. You'll be responsible for explaining complex information clearly and building consensus. Reporting and Analyticial Skills Utilize analytical skills to interpret complex data sets, generate insightful reports, and provide actionable recommendations to improve operational efficiency and customer satisfaction. This includes identifying trends, patterns, and anomalies in data to support strategic decision-making. Maintain key performance indicators (KPIs) and service level agreements (SLAs) dashboards. Regularly analyze performance data to identify areas for improvement and propose data-driven solutions to enhance team performance and service delivery. Problem-Solving: Apply strong analytical skills to diagnose and resolve complex technical issues. This includes conducting root cause analysis, identifying recurring problems, and implementing proactive measures to prevent future occurrences. Collaboration & Process Improvement: Collaborate closely with other operational support teams and cross-functional groups to streamline issue resolution, identify process improvements, and enhance service delivery. Lead process improvement initiatives, leveraging your frontline support experience to guide the team towards optimized workflows and tools. This includes substantial decision-making power related to strategy and implementation. Contribute significantly to the overall business strategy, proposing solutions to support wider business objectives. Your background: Bachelor's degree in Computer Science, Information Technology, or a related field is required. 3-5+ years of experience in a technical support role within an enterprise applications environment is required. Demonstrated experience in leading and mentoring teams is essential. Proven expertise in managing highly complex and escalated cases. Exceptional problem-solving skills and the ability to analyze and resolve technical issues effectively. Excellent writing skills are required for creating clear, concise documentation, reports, and communications. Strong leadership and interpersonal skills, with exceptional communication skills and a customer-service-oriented approach. You must be able to explain complex information effectively and work to build consensus across stakeholders. Ability to effectively manage multiple, concurrent tasks and prioritize effectively in a fast-paced environment. Experience with CRM systems, especially Salesforce Sales and Service Cloud, is highly preferred. Work Timings: The selected candidate must be willing to work afternoon shifts 1 PM IST to 10 PM IST. If this sounds like you and fits your experience and career goals, we'd be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy: Compensation Generous remuneration package Employee Stock Purchase Plan Enrollment Vacation, Family, and Health 30 days of earned leave An extra day off for your birthday Various other leaves like marriage leave, casual leave, maternity, and paternity leave Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, life insurance coverage Professional development reimbursement Interest subsidy on loans - either vehicle or personal loans Together, We Make Progress Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!