<p class="Paragraph SCXW145088523 BCX0"><strong>Location:</strong> Fully Remote (India or LATAM)</p><h3>Shift Timing:</h3><p>Standard Working Hours - 5:30 PM – 8:30 AM IST (next day)</p><p><strong>Employment Type:</strong> Long Term Contract</p><p><strong>About <a href="https://himalayas.app/companies/paralucent">Paralucent</a></strong><br><a href="https://himalayas.app/companies/paralucent">Paralucent</a> brings clarity to complex work, helping organizations move beyond complexity toward clarity through practical, thoughtful technology solutions. </p><p class="Paragraph SCXW145088523 BCX0"><strong><a href="https://himalayas.app/companies/paralucent">Paralucent</a> Core Values</strong><br>We’re <strong>Driven</strong> to deliver real outcomes, and we <strong>Take Ownership</strong> from first question to final result. We’re <strong>Creative Problem Solvers</strong> who cut through complexity to bring clarity, and we’re <strong>Humbly Confident</strong> (high standards, low ego, always learning). Above all, we’re <strong>Customer Centric</strong>: we build with empathy, partner closely, and measure success by the impact we create for the people who rely on what we deliver. <br><br><strong>Why This Role Matters</strong><br>You’re the connector between <strong>production support</strong>, <strong>business teams</strong>, and <strong>technical delivery</strong>. You’ll turn incoming Tier 2 issues and change requests <strong>into clear, actionable requirements</strong>, so fixes move fast, releases land cleanly, and the business gets predictable outcomes across a mixed application portfolio of <strong>vendor-supported SaaS</strong> and <strong>custom .NET / Microsoft SharePoint</strong> applications. </p><h3>Requirements</h3><h3>Key Responsibilities:</h3><ul class="BulletListStyle1 SCXW29188684 BCX0"><li><p><strong>Own Tier 2 intake and clarification:</strong> Analyse incidents and requests, confirm scope, perform triage/reproduction as needed, and document business and functional requirements.</p></li><li><p><strong>Translate needs into delivery-ready artifacts,</strong> including user stories, acceptance criteria, and process flows.</p></li><li><p><strong>Support release execution</strong> by partnering with development and QA teams to validate scope, highlight risks early, and coordinate UAT inputs where applicable.</p></li><li><p><strong>Facilitate stakeholder and vendor coordination,</strong> ensuring alignment across business teams, support teams, and SaaS vendors for fixes and updates.</p></li><li><p><strong>Develop and maintain lightweight documentation</strong> (runbooks, FAQs, known error patterns, knowledge articles) to reduce repeat incidents.</p></li><li><p><strong>Apply data-driven analysis</strong> to identify trends (recurring issues, high-volume tickets) and recommend continuous improvement opportunities.</p></li></ul><h3>Qualifications:</h3><ul class="BulletListStyle1 SCXW82941201 BCX0"><li><p>5+ years of experience as a Business Ana