# Senior Support Operations Specialist – Tools, Reports & Processes **Company**: Synopsys **Location**: Moreira **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Technology **Ticker**: SNPS **Wikidata**: https://www.wikidata.org/wiki/Q2303478 **Apply**: https://careers.synopsys.com/job/moreira/senior-support-operations-specialist-tools-reports-and-processes/44408/103182813296?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/senior-support-operations-specialist-tools-reports-4e3da387-50a/ ## Description You are an experienced technical support professional who combines strong investigative skills with business understanding and a genuine willingness to help others. With at least 5 years of relevant experience in application support, business systems support, or technical operations, you are comfortable investigating complex issues across tools, reports, and processes. You approach troubleshooting methodically, using testing, data validation, log analysis, and clear reproduction steps to distinguish software defects from data issues, configuration problems, or misunderstandings of expected behavior. You can connect technical findings to their business impact and explain them clearly to users and technical teams. You take ownership of your cases from intake through closure. You resolve issues within existing product and process capabilities, work within approved permissions and procedures, and provide actionable evidence when a product change is required. You are also motivated to improve how support works. You maintain useful documentation, strengthen troubleshooting practices, and contribute to automation and AI-enabled workflows under the direction of the Support Operations Manager. **Responsibilities:** - Managing assigned support cases in ServiceNow, including investigation, prioritization, user communication, resolution, and closure. - Providing hands-on technical and functional support across tools, reports, and business processes. - Reproducing reported problems and performing targeted functional, integration, and regression testing to identify defects and isolate their causes. - Investigating report discrepancies by validating source data, queries, filters, transformations, and business rules against expected results. - Using SQL, API troubleshooting, application logs, and basic scripting to investigate issues and support repeatable diagnostic activities. - Resolving issues that do not require code changes, new process versions, or other product changes, within approved permissions and controls. - Escalating cases requiring product changes through Jira Cloud, documenting reproduction steps, expected and actual behavior, business impact, and supporting evidence. - Retaining ownership of user communication and case follow-up after escalation, coordinating with the receiving team and confirming resolution before closure. - Creating and maintaining knowledge articles, troubleshooting guides, and support procedures. - Identifying recurring issues and contributing hands-on improvements to support workflows, testing practices, automation, and AI-enabled activities. - Working with the Support Operations Manager to apply agreed service practices and improve support quality. **Requirements:** - Degree or Master’s in Information Engineering or related. - At least 5 years of relevant experience in application support, business systems support, technical operations, or a closely related field. - Strong technical troubleshooting skills across applications, reports, and their underlying data flows. - Practical experience in software testing, defect identification, issue reproduction, and validation of fixes. - Working knowledge of SQL for investigating data issues and validating report results. - Experience investigating REST API behavior and using application logs to diagnose problems. - Basic scripting skills to support diagnostics, data checks, or repeatable support activities. - The ability to understand business processes and distinguish expected behavior from defects, data issues, or configuration problems. - Experience managing support cases, documenting investigations, and coordinating technical escalations. - The ability to own cases through resolution while keeping users informed. - A disciplined approach to documentation, continuous improvement, and learning new support technologies. **Preferred experience:** - Working with ServiceNow for support delivery and Jira Cloud for technical escalations. - Supporting enterprise reporting solutions and interconnected business applications. - Developing reusable diagnostic scripts, testing checklists, or support automation. - Using AI agents or AI-enabled workflows for investigation, knowledge retrieval, ticket handling, or documentation, with appropriate human validation. - Contributing to the establishment or improvement of a support function. For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - SQL - API troubleshooting - application logs - basic scripting - ServiceNow - Jira Cloud ### Nice to have - AI agents or AI-enabled workflows - enterprise reporting solutions - support automation - diagnostic scripts --- Source: [Apply at careers.synopsys.com](https://careers.synopsys.com/job/moreira/senior-support-operations-specialist-tools-reports-and-processes/44408/103182813296?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)