EVERSANA: Product Support Analyst (L2) – Client Support | UAT | Jira — Pune, MH, India

About EVERSANA

EVERSANA provides commercial services to the life sciences industry. Its work supports pharmaceutical and biotechnology clients through management consulting, patient services, commercial analytics, agency and creative services and pharmaceutical sales teams promoting therapies to prescribers. These service lines connect market and patient information with the launch and day-to-day commercialisation of medicines and medical technologies. Its employer feed lists consulting, data and client-support roles for these commercialisation activities.

The position and its setting

EVERSANA lists Product Support Analyst (L2) – Client Support | UAT | Jira in Pune, MH, India, under reference REF7632C. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Department: Digital & Technology
• Employment type: Full-time
• Employer listing date: 23 October 2026
• Brands: EVERSANA
• Job Family: Software and Web Development

Responsibilities and work described

• The purpose of the role “Product Support Analyst” is to provide functional Level 2 support to global customers for the application through different channels
• The role will be responsible for issue analysis, coordination with internal cross-functional teams, testing, data validation, client communication, SLA adherence, and continuous process improvement
• The Product Support Analyst will also be expected to leverage AI and Generative AI tools responsibly and effectively to improve research, analysis, documentation, testing, process efficiency, and overall quality of deliverables
• This role is focused on managing Level 2 support of the Product
• Execution: the first level of analysis after an issue or change is reported by the client and coordinate with internal cross-functional teams to drive resolution
• Execution: testing after bug fixes or changes in UAT/Pre-Production environments before Production deployment and/or client sign-off
• Research / execution: smoke testing and sanity checks in Production environments
• Continuously follow up with cross-functional teams to ensure tasks and bug fixes are completed within predefined SLAs
• Act as an effective communicator and coordinator between internal teams and clients to ensure timely resolution and closure of issues
• Interact directly with global clients through calls, emails, chats, and other communication channels
• Quality / delivery: adherence to SLAs and drive timely closure of client requests, incidents, changes, and ad hoc requests
• Execution: data loads through ETL procedures and validate data accuracy and completeness
• Analysis: data, identify issues or trends, and support troubleshooting and resolution activities
• Develop, document, and continuously improve business and support processes
• Maintenance: a high standard of quality across all deliverables and client interactions
• Proactively identify opportunities to improve support processes, efficiency, quality, and customer experience

Essential requirements and candidate background

• MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
• 5+ years of relevant experience in Product Support, Application Support, Business Analysis, or a similar client-facing support role
• Experience working in client-facing roles and directly supporting international clients, preferably across US and/or European geographies
• Analytical and problem-solving skills with the ability to perform issue analysis, data interpretation, validation, and troubleshooting
• Experience working with UAT, Pre-Production, and Production environments, including smoke testing and sanity testing
• Experience creating or executing test scenarios, test scripts, and validating application changes
• Understanding: the Software Development Life Cycle (SDLC) and software release processes
• Proficiency: using AI/Generative AI/LLM tools for research, analysis, documentation, testing, and productivity improvement, with the ability to validate outputs and manage associated risks
• Demonstrate good accuracy, judgment, risk management, and value creation when using AI tools
• Proficiency: MS Excel, including data analysis, interpretation, validation, and functions such as VLOOKUP/XLOOKUP
• Experience using ticketing and issue management tools such as JIRA, ServiceNow, or similar platforms
• Verbal and written communication skills
• Stakeholder management, coordination, and follow-up skills
• Work in a fast-paced, SLA-driven environment and drive issues through to resolution
• Proactive, detail-oriented, and result-oriented with time-management skills
• Work flexible hours, including European and/or US business hours
• Quickly learn new products, technologies, processes, and AI-enabled tools
• Maintain high levels of customer satisfaction through effective communication and service delivery

Education and qualification routes

• Degree / qualification: BE / BTech / ME / MTech / BCA / MCA / BCS / MCS or equivalent relevant experience

Preferred experience and additional strengths

• Experience: chat support is preferred but not mandatory
• Experience using AI or Generative AI tools to improve support operations, testing, documentation, analysis, or process efficiency
• Exposure: AI agents, agent-based workflows, AI automation, or building simple AI-enabled workflows is preferred
• Experience identifying and implementing process improvements or automation initiatives

Location, schedule and contract conditions

• Work arrangement: Hybrid
• Advertised location: Pune, MH, India

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Product Support Analyst (L2) – Client Support | UAT | Jira vacancy is not an offer for reference REF7632C; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to EVERSANA

Applications follow the official employer page linked below. The source includes these application-specific points:

Open the official EVERSANA posting below and match the title and reference REF7632C.

Compare your qualifications and experience with the essential conditions for the Pune, MH, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

• Employer states that applications and employment offers do not require payment

Practical preparation: Excel

Excel examples should identify the task, the data and the checks used to avoid an incorrect result. Explain whether you built a reporting workbook, reconciled records, automated a process or maintained an existing model.

Relevant skills

• AI/ML
• LLMs
• Excel
• AI
• process improvement
• communication
• root-cause analysis
• problem resolution
• ServiceNow
• data analysis
• risk management