Analyst, Customer Experience & Systems
Overview
You own the analysis and tier-3 support of Customer Experience (CX) products at PulteGroup, a Fortune 500 homebuilder. You'll analyze moderately complex applications, websites, and databases, and drive defect management and testing across teams. Working with CX applications and integrations, you'll partner with QA, development, and product partners to improve processes. What makes this role different: you serve as the subject matter expert for CX tools while balancing on-call production support and process improvement.
What You'll Do8
- 1Analyze business processes, system data, and integrations to define requirements for CX products.
- 2Define, test, and document requirements for CX applications per approved standards.
- 3Lead requirement-gathering sessions for CX products as the subject matter expert.
- 4Manage defects across applications, databases, and websites, predicting and resolving issues.
- 5Troubleshoot complex production issues and provide tier-3 support, including on-call.
- 6Maintain detailed system artifacts and documentation for development cycles.
- 7Drive process improvement and share best practices across analysts, QA, and development teams.
- 8Evaluate and select new analysis tools and solutions to enhance CX capabilities.
Requirements7
- 12-4 years of relevant experience in system analysis or application support.
- 2High school diploma or equivalent (GED); university degree preferred.
- 3Practical knowledge of CX applications, databases, and integrations.
- 4Ability to lead tier-3 troubleshooting and on-call support for priority issues.
- 5Experience with defect management, testing, and documentation.
- 6Strong skills in requirements gathering and process improvement.
- 7Willingness to travel as needed.
Salary Insight
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