Associate Support Research Specialist

Research Support Specialist

Location - Cranbury, New Jersey

Hybrid Schedule - Onsite Tuesday, Wednesday, Thursday

Position Summary

We are seeking an analytical, detail-oriented Research Support Specialist to support the research, triage, and resolution of business and system-related incidents. This individual will serve as a key connection point between business stakeholders and technical support teams, helping investigate reported issues, determine business impact, identify the appropriate teams for resolution, and ensure incidents are accurately documented and communicated through completion.

The ideal candidate is a strong problem solver who enjoys researching issues, working with data, and coordinating across multiple teams. This is an excellent opportunity for someone with an analytical background who wants to build deeper expertise in business operations, incident management, and enterprise systems.

Key Responsibilities

• Research and analyze reported business and system incidents to better understand the issue, potential cause, and business impact.
• Review incoming incidents to ensure sufficient information is available for investigation and resolution.
• Identify the appropriate business, technical, or vendor teams needed to investigate and resolve issues.
• Coordinate with cross-functional stakeholders and resolver teams to move incidents toward timely resolution.
• Maintain accurate incident documentation, work notes, status updates, and supporting information within ServiceNow.
• Analyze and refine data extracts using Microsoft Excel and other reporting tools to support incident research, impact analysis, and business reporting.
• Identify trends, recurring issues, and potential root causes and escalate findings when appropriate.
• Provide clear and timely updates regarding incident status, findings, business impact, and next steps.
• Assist with problem-management activities by identifying relationships between incidents and larger recurring issues.
• Create and maintain reports, trackers, documentation, and other materials used to communicate findings to business and technical stakeholders.
• Develop deeper subject-matter expertise within assigned business areas and use that knowledge to improve incident research and resolution.
• Support continuous improvement efforts by identifying opportunities to strengthen processes, documentation, and communication.
  
  

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 1 years of experience in business operations, data analysis, research, production support, incident support, or a related environment.
• Strong analytical and problem-solving skills with the ability to research an issue and identify appropriate next steps.
• Proficiency with Microsoft Excel and experience analyzing, organizing, or reporting on data.
• Strong written and verbal communication skills with the ability to communicate effectively with both business and technical stakeholders.
• Strong organizational skills and attention to detail with the ability to manage multiple priorities.
• Ability to work independently while collaborating effectively across teams.
• Experience with ServiceNow or another incident/ticket management platform is strongly preferred.
• Exposure to incident management, problem management, root-cause analysis, SQL, reporting tools, or project-management methodologies is a plus.
  
  

Ideal Candidate

The strongest candidate does not necessarily need to be highly technical. We are looking for someone who is naturally curious, analytical, organized, and comfortable investigating problems. They should be able to take an issue that may initially have limited information, research what happened, use available data to understand the impact, determine who needs to be involved, document their findings, and help drive the issue toward resolution.