Remote Knowledge Base Content Jobs in Pennsylvania

MACC, a division of Harris; is seeking a Systems Operations Analyst who will improve operational efficiency, strengthen Support readiness, and deliver high-quality software implementation, training, and customer solutions.

This position serves as a subject matter expert for MACC | One, supporting product knowledge, documentation, process improvement, data mapping, customer questions, and feedback gathered through actual support and implementation experiences. The role works closely with Support, Product, R&D, and other departments; however, product decisions, requirements, priorities, and development direction remain with Product and R&D. Proven communication, analytical, training, and problem-solving skills are essential.

This remote position is open to candidates based in the Central Time Zone within the United States. Travel to the Blair or Omaha office is required a few times per year.

Salary:

75K

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

What your impact will be:

Process Improvement and Operational Performance

• Evaluate current workflows, identify inefficiencies, and recommend and implement process improvements.
• Standardize procedures to improve consistency, scalability, and organizational readiness.
• Support continuous improvement initiatives across Support and related operational teams.
• Track key performance metrics and help define and refine operational KPIs.

Product Knowledge and Release Readiness

• Serve as a subject matter expert for MACC | One functionality, expected behavior, customer workflows, and upcoming changes.
• Ensure Support is organizationally ready for new enhancements by preparing the team on upcoming functionality.
• Partner with Product and R&D to share customer feedback, issue data, system behavior insights, and actionable recommendations.

Training and Implementation

• Design and deliver training for new software users throughout all phases of implementation.
• Customize training programs to meet the specific needs and objectives of individual clients.
• Deliver upgrade and release training for internal staff and existing clients.
• Travel as needed to customer locations or MACC events to train customers, facilitate discussions, and present MACC products and services.

Data Analysis and Customer Support

• Analyze data from other BSS/OSS systems to assist with mapping for new company conversions.
• Troubleshoot software, billing, system functionality, and data discrepancy questions, and provide clear, actionable solutions.
• Assist with customer software questions on an as-needed basis and collaborate with internal teams to escalate and track issues through resolution.

Documentation and Cross-Functional Collaboration

• Develop and maintain accurate internal Support documentation, implementation materials, training documentation, and knowledge base content.
• Document troubleshooting steps for common issues and create walkthroughs, release notes, demonstrations, FAQs, and internal talking points for new features.
• Provide detailed documentation of design, implementation, deployment, and repair decisions.
• Partner with other departments to design and deliver training solutions and improve the customer and employee experience.
• Other duties as assigned.

Key Success Measures (KPIs)

• Deliver new-user, upgrade, and release-readiness training on time, within estimated hours, and with users prepared to complete their daily tasks.
• Maintain training quality as demonstrated by reduced post-training support tickets and few repeat training requests.
• Achieve a data mapping accuracy rate of 95% or higher and communicate solutions that improve efficiency and time-to-live.
• Deliver timely, accurate resolution of customer inquiries related to billing, system functionality, software use, and data discrepancies.
• Maintain high customer satisfaction through clear, professional, and solution-oriented communication.
• Gather and thoroughly document customer feedback, issue data, and system behavior insights, and communicate actionable recommendations to Product and R&D.
• Reduce repeat customer issues by identifying root causes and implementing preventative solutions.
• Collaborate with internal teams to escalate defects, track resolution progress, and ensure customer-reported issues are addressed effectively.
• Identify recurring customer pain points and partner with internal teams to improve system functionality, workflows, and user experience.
• Contribute accurate knowledge base documentation, troubleshooting guidance, and training materials that empower users and reduce support volume.
• Improve operational consistency and Support readiness through standardized processes, meaningful KPIs, and timely preparation for product enhancements.

What we are looking for:

• 3+ years of experience in operations analysis, billing, software implementation, training, support, or telecom-related environments.
• Strong analytical, communication, training, and problem-solving skills.
• Strong understanding of software development, implementation, deployment, and support processes.
• Proven knowledge of client support processes and best practices.
• Understanding of telecom concepts and day-to-day workflows, including billing telecommunications end-user customers, rating, mediation, invoicing, and usage records.
• Proven ability to troubleshoot issues, analyze data, identify root causes, and provide clear, actionable solutions to customers and internal teams.
• Ability to translate complex software functionality and process information into clear training, documentation, and presentations for different audiences.
• High attention to detail and commitment to accuracy in customer interactions, documentation, process design, and data handling.
• Ability to collaborate effectively across Support, Product, R&D, and other departments while maintaining clear role ownership and communication.
• Experience supporting software platforms, SaaS products, BSS/OSS solutions, or billing systems strongly preferred.
• Ability and willingness to travel as needed based on customer and company event requirements.

What we can offer:

• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About MACC:

Telecommunication companies of all sizes across the United States use MACC's billing system. Our products empower clients to reach new levels of efficiency through integration and process automation. MACC's products are supported by professional and dedicated customer care teams to ensure the outstanding service our clients deserve. Plus, we offer the stability of being a growing company with more than 45 years of experience.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. ("CSI", symbol CSU on the TSX), Harris has become the cornerstone for CSI's investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment - both in the people and products that we offer and making investments in acquiring new businesses.

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