Senior Support Analyst GRC

<h3>Strength in Trust </h3> <p>OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia.</p><h3>The Challenge </h3> <p>OneTrust is seeking a Senior Support Analyst to join our professional services team. The Senior Support Analyst will provide ongoing product support, troubleshooting, and proposing pragmatic solutions for OneTrust customers. This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, an ability to operate in escalated and high pressure situations, and a deep understanding of the OneTrust platform (and related technologies where appropriate). </p> <h3>Your Mission </h3> <ul> <li>Take the most complex support cases from the Level 2 or 3 support queue (as appropriate) and work with the customer to troubleshoot and resolve the issue </li> <li>Actively and autonomously manage a varied workload of customer support cases, keeping customers regularly updated on progress   </li> <li>Step into and take over management escalated cases where the customer is unhappy or the solution is unclear </li> <li>Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions   </li> <li>Act as an internal SME within the Support organization, creating knowledge base material and upskilling colleagues </li> <li>Continue to develop and maintain deep knowledge of specific areas of the OneTrust platform (and supporting technologies) by attending office hours, completing regular release training, etc.  </li> <li>Build  privacy industry expertise, including maintaining CIPP/E / CIPM certifications   </li> <li>Work independently to manage your time and commitments while meeting agreed performance levels  </li> </ul> <h3>You Are </h3> <ul> <li>Eager to learn and quick to pick up new skills   </li> <li>Able to work independently while still contributing to a team   </li> <li>Excited to find creative solutions to complex customer problems   </li> <li>Able to manage and prioritize a varied workload while meeting SLAs and deadlines   </li> <li>Focused on quality and attention to detail   </li> <li>Dedicated to providing a great experience and able to build a rapport with customers </li> <li>Degree, higher education qualification or 4+ years' work experience in a similar role  </li> <li>At least 12 months demonstrated experience working with the OneTrust Privacy platform, or deep relevant technical skills </li> <li>Complex analytical problem-solving skills </li> <li>Continuous improvement mindset and ability to contribute to process improvement </li> <li>Highly developed written and verbal communication skills, with ability to effectively communicate complex information in accessible language via phone, video and e-mail </li> <li>Ability to work with and troubleshoot complex, web-based software suites </li> <li>Working knowledge of development processes, different operating systems, browsers, and programming languages. </li> <li>Flexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, new releases  </li> </ul> <h3>Extra Awesome</h3> <ul> <li>Privacy industry experience, or CIPP/E / CIPM certified   </li> <li>Language skills (French, German, Spanish, Portuguese)   </li> <li>Familiarity with IAB TCF 2.0 framework</li> </ul> <p> </p><h3>Where we Work</h3> <p>OneTrust embraces a hybrid working model. Our Working@ OneTrust initiative is our way of clarifying where we hire, how we work together, and where we’re located in that hybrid model.  </p> <p>The underlying “why” for Working@ is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins to<strong> </strong><em>Finish Stronger</em>.  </p> <p>We are committed to a<em> flexible</em> approach informed by a set of guiding principles. You’ll see that reflected in our worker designations: “Office-flex” and “Location-flex”.</p> <ul> <li>Office-flex: Like a traditional hybrid model, OneTrust “Office-flex” employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Compan