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Position Applying For:System Support Analyst

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  • System Support Analyst  | USA-GA-Atlanta  |  | 14-APR-21 
    -  Support and maintain software applications across unit(s) to include prompt addressing and resolution of
    
   software related issues.
    
-  Provide ongoing user support and resolution for system, application and/or data issues. Troubleshoot and
    
   correct processing errors.
    
-  Assist with the development and maintenance of specifications associated with system or application function
    
   development, implementation, and/or modification.
    
-  Develop and deploy end user application feedback systems, analyze results and recommend improvements.
    
-  Plan and conduct preventive maintenance including installation of service packs, patches, hot fixes, etc.
    
   Conduct post maintenance follow-up.
    
-  Participate in the development and presentation of user training programs.
    
-  Develop and maintain business and technical documentation in support of software applications and
    
   interfaces.
    
-  Identify and recommend as appropriate, software related products and services to improve existing
    
   processes.
    
-  Lead periodic upgrades including feature evaluation, implementation, communication and post production
    
   end user support for systems.
    
-  Be the level 1 support for all incoming calls/emails/tickets etc.
    
-  Develop user guides for customers and internal help desk
    
-  Work with system functional owners to strategize and alleviate any recurring customer support issues
    
-  Analyze and implement tool to improve customer service, including self service help, video etc.
    
-  Track and report customer support tickets counts, response times, demographic trends etc. to improve
    
   customer support
    
-  Analyze customer request coming in to discuss with technical team or leadership of proposed improvement.
    
-  Collaborate with customers, business analysts and cross-functional teams to develop innovative solutions to
    
   commonly occurring support issues.
    
 

    Qualifications

    This job requires in-depth knowledge of and skills in software applications support organization and processes including relational database concepts, report writing, trouble shooting and problem resolution, user training and support documentation development. Analytical skills, customer service orientation and communication skills are required as is knowledge of software applications.
    
Strong organization skills and attention to detail. Excellent public relations and customer service skills. Good knowledge in SQL.
    
The candidate need to demonstrate advanced troubleshooting and logical problem-solving abilities. Independently reliable, performs tasks without supervision, and detailed and quality conscious are the must.
    
 
    
Specialized skills preferred:
    
•             Experience using project management tools like JIRA, Confluence, MS Project or Primavera
    
•             Knowledge in Oracle SQL Developer, database and relational data models
    
•             Experience working in web application development teams