- Work closely with Business and Technical teams to develop business and functional requirements and ensure solutions meet business needs. - Gather critical information from meetings with various stakeholders and produces useful reports - Support Product backlog refinement and creation of prioritized product backlog based on the business priorities in coordination with Product Managers - Effectively communicate insights, findings and plans to cross-functional team members and management - Perform user acceptance testing - Complete organizational readiness activities to ensure business is ready for change - Troubleshoot incoming system defects and issues through Jira Service Desk - Review and triage incoming tickets to ensure accuracy, completeness, and proper categorization - Write detailed ticket requirements with screenshots, videos, and step-by-step reproduction instructions - Collaborate with IT to resolve defects promptly, ensuring adherence to SLA - Communicate resolution updates and confirmations back to the original requestor - Identify recurring issues and recommend process or system improvements