We are looking for a Business Systems Analyst to support users of a SaaS platform and serve as a trusted resource for resolving functional and technical questions. This Long-term Contract position is based in Independence, Ohio, and is ideal for someone who can partner closely with an experienced product support specialist while building a strong understanding of proven support practices. The role combines user support, process documentation, training, and cross-functional collaboration to improve the overall experience for end users.Responsibilities:• Investigate and resolve user-reported system issues by identifying root causes and delivering timely, practical solutions.• Support end users in navigating SaaS functionality, clarifying features, and helping them use the application effectively in day-to-day work.• Assist with onboarding activities by introducing new users to system workflows, usage standards, and available support resources.• Maintain accurate records of requests, findings, and resolutions to ensure clear documentation and knowledge sharing.• Partner with product and development teams to communicate defects, track recurring issues, and contribute to product enhancements.• Gather feedback from users and translate common pain points into actionable insights for internal stakeholders.• Lead or support training sessions that strengthen user understanding of system capabilities and best practices.• Participate in testing efforts to validate system performance, identify defects, and help maintain a dependable user experience.• Work closely with an established Product Support Specialist to learn successful support methods, communication approaches, and team standards.
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