Support Analyst Checklist

Support Analyst 30-Day Onboarding Checklist

This 30-day onboarding checklist introduces new Support Analysts (student workers) to the foundational systems, tools, and practices used by the Business Process Management (BPM) team. The goal is to develop proficiency in managing tickets, documenting meetings and projects, and supporting process mapping and updates in TeamDynamix (TDX) or Microsoft Loop.

Printable Resource: Full 30-Day Onboarding Guide

Phase 1: Foundations & Learning (Days 1–10)

Goal: Understand BPM’s structure, learn how support tickets and projects are managed, and gain access to required systems.

Key Focus Areas

  • Team overview and expectations
  • Workday, TDX, and Jira access and navigation
  • Understanding BPM ticket workflow
  • Meeting note-taking and documentation standards

Week 1 (Days 1–5): Orientation & Ticket System Basics

Focus: Build understanding of BPM operations and ticket management tools.

Day Topic Description
Day 1 Welcome, Expectations & Orientation Meet the BPM team, review the Support Analyst role, and discuss team communication expectations.
Day 2 BPM Governance & Team Overview Learn the BPM structure, how the team supports campus users, and where the Support Analyst fits in daily operations.
Day 3 Access Setup & Ticket System Overview Gain access to Workday (view-only), TDX, Jira, and Microsoft Loop. Review ticket intake and routing basics.
Day 4 TDX Training Learn how to create, update, and monitor tickets. Practice documenting updates and resolutions clearly.
Day 5 Jira Training Understand how BPM communicates with the UA System Office via Jira and how to track configuration tickets.

Checklist

  • ☐ Complete system access setup (TDX, Jira, Loop)
  • ☐ Attend new employee orientation and BPM overview
  • ☐ Practice updating a TDX ticket with sample notes
  • ☐ Review Jira navigation and workflow tracking

Week 2 (Days 6–10): Process Mapping & Documentation Skills

Focus: Learn how BPM documents processes and prepares meeting materials.

Day Topic Description
Day 6 Introduction to Process Mapping Learn the basics of BPM process maps using Visio or Excel templates. Observe how analysts design process flows.
Day 7 Meeting Note Preparation Learn BPM’s note-taking format and how to document action items and decisions. Practice recording mock meeting notes.
Day 8 Microsoft Loop Basics Review how BPM uses Loop pages for meeting notes, project tracking, and document collaboration.
Day 9 Ticket Documentation & Categorization Learn to categorize tickets by type, update status fields, and summarize resolutions professionally.
Day 10 Review & Feedback Session Meet with your supervisor to review Week 1–2 progress, discuss questions, and receive feedback.

Checklist

  • ☐ Create one draft process map using provided template
  • ☐ Take notes during one real or simulated meeting
  • ☐ Add notes or updates in a Loop page or TDX ticket
  • ☐ Review progress with supervisor

Phase 2: Application & Support Practice (Days 11–30)

Goal: Apply foundational skills in real BPM support activities with supervision.

Key Focus Areas

  • Ticket queue monitoring and response
  • Supporting process documentation and mapping
  • Recording meeting notes and task updates
  • Project update documentation in TDX or Microsoft Loop

Weeks 3–4 (Days 11–30): Hands-On Support & Communication

Week Topic Description
Week 3 Ticket Management Practice Monitor assigned TDX queues daily. Update ticket notes, status, and track open items to completion.
Week 3 Meeting Support & Note-Taking Attend BPM or team meetings and take structured notes following the standard template.
Week 4 Process Documentation & Project Updates Support BAs by updating process maps, adding meeting notes in Loop, or entering project updates in TDX.
Week 4 Supervisor Review Conduct 30-day check-in with supervisor to review performance, accuracy, and comfort with tools.

Checklist

  • ☐ Update at least five real or sample TDX tickets
  • ☐ Record and upload at least one set of meeting notes in Loop
  • ☐ Edit or finalize one process map (Visio or Excel)
  • ☐ Complete supervisor review and goal-setting discussion

📌 30-Day Milestone Checkpoint & Expectations

  • ✅ Comfortable navigating TDX, Jira, and Loop for daily tasks
  • ✅ Accurately records and updates ticket notes and meeting documentation
  • ✅ Understands how BPM manages ticket intake and routing
  • ✅ Demonstrates initiative, communication skills, and professionalism in support tasks
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