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Product Support Analyst- Rewards, Incentives, Survey, and Campaigns

Washington, D.C.

Do you like to take things apart to see how they work? When there are software bugs , are you compelled to dig in to try to solve the problem? You might be the RISC (Rewards, Incentives, Survey, and Campaigns) team’s next Product Support Analyst!

Rally’s Rewards and Incentives team builds the capabilities to reward consumers for taking actions that make them healthier and happier by giving them virtual currency and real money. With our rewards processing system handling hundreds of millions of dollars a year, we need someone who can work with our cross functional partners from implementation through issue resolution serving as a Product Expert and triage lead.  

Our Survey team builds the capabilities to ask consumers about their health and assess the success of our offerings in an easy and engaging way, while our Campaigns motivate consumers to take the actions that will make them healthier and happier.  As our Product Support Analyst, you will be the go-to member of the Product team for Product Exception reviews and will have primary responsibility for managing the intake for issues for our expanding suite of products and services .

Roles & Responsibilities

  • Support day-to-day product teams with IT analysis needs
  • Triage bugs with engineering, Client Support, and Consumer Support teams
  • Perform analysis and data queries to remediate issues using tools
  • Document process flows and diagrams for end to end operational processes as needed
  • Support the Product Exception process to ensure approved requests are feasible, considering upstream needs and downstream impacts
  • Provide recommendations and support for new tool development
  • Work effectively across internal and external cross-functional teams building strong working knowledge of end-to-end processes to identify gaps and remediate issues
  • Performing day-to-day operational functions as needed
  • Document requirements and stories to support operational improvements and efficiency within administration process
  • Work closely with product owners to help prioritize product improvements
  • Communicate status updates to internal stakeholders as needed

Requirements

  • Demonstrated ability to use data, reports and tools to effectively triage issues
  • Experience using SQL or Excel
  • Comfortable analyzing large data sets and using that analysis to drive key decisions
  • Proven ability to collaborate with stakeholders from multiple teams, with ability to effectively manage competing priorities
  • JIRA experience a plus
  • Adaptable, proactive, energetic, and willing to learn and deliver on a variety of tasks and responsibilities
  • Proven ability to work in a fast-paced environment focused on continuous product innovation
  • Proven delegation abilities by providing clear requirements and instructions, and ensuring follow through to completion