Systems Analyst I
Company Name:
Technical ProSource
Responsibilities include providing technical support being a technical liaison, developing and documenting business requirements, analyzing process workflows, issue resolution, technical team relationship management, and assistance in testing and implementation to ensure efficient and effective business operations. Purpose is to become Subject Matter Experts, being the primary contact for Tier 3 Technical Support.
Essential Duties and
Responsibilities:
--Interview customers (internal and external) to collect information about incidents and lead the customers through diagnostic procedures in order to come to an acceptable resolution.
--Handle problem recognition, research, isolation, customer updates, incident documentation, case resolution, expectation setting and follow-up for user problems.
--Work with other technical and non-technical team members and managers to resolve more complex problems.
--Promptly respond to work stoppages and other priority cases that affect users (remote and on-campus) in a timely manner that complies with documented service levels for work stoppages and other priority cases.
--Relay work stoppages as well as their status and resolution to the entire company.
--Evaluate, document, and recommend improvements and development needs of existing software or processes based on standards and business needs. Send recommendations to management.
--Monitor Support Request (SR) Queue
--Prioritize SRs currently assigned with those unassigned SRs in the queue.
--Work with team members to get urgent SRs assigned appropriately.
--Create and maintain detailed documentation and audit trail for all Support Requests, communications, troubleshooting steps, research, processes and any other related information without exception.
--Consult with Developers or other technical support teams, as required, to explain process improvements, software recommendations, software bugs and errors, hardware issues, or to recommend changes to programs.
--Resolve day-to-day technical issues within the applications and processes supporting
Troubleshoot and resolve technical customer support issues.
Troubleshoot issues between B2B partners
--Perform analysis of system techniques and procedures to determine hardware, software, and system functional specifications.
--Execute daily and weekly technical tasks, including various reports and scripts, to help monitor and mitigate customer issues.
--Monitor and maintain server processes and error logs to ensure application stability and performance.
---Identify recurring technical issues that should become automated and ease monitoring of applications.
--Work closely with Software Developers and Project Managers, ensuring Division's technical needs are met.
--Become the recognized technical expert with respect to the systems that support.
--Develop trust and confidence with Departments and Management.
--Additional duties as assigned.
Education and/or
Experience:
--SQL Server Database
--Experience with XML and electronic B2B integrations utilizing XML files and an API is a plus
--Ability to multitask and triage priorities
--Strong analytical skills
--Must have the ability and desire to learn new things and adapt to changes in technology and environment
--Organizational skills, with attention to detail
--Ability to work well with others
--Strong communication skills
--Technical skills and aptitude required
--C-Sharp and .Net exposure
--Citrix experience is a plusEstimated Salary: $20 to $28 per hour based on qualifications.
Technical ProSource
Responsibilities include providing technical support being a technical liaison, developing and documenting business requirements, analyzing process workflows, issue resolution, technical team relationship management, and assistance in testing and implementation to ensure efficient and effective business operations. Purpose is to become Subject Matter Experts, being the primary contact for Tier 3 Technical Support.
Essential Duties and
Responsibilities:
--Interview customers (internal and external) to collect information about incidents and lead the customers through diagnostic procedures in order to come to an acceptable resolution.
--Handle problem recognition, research, isolation, customer updates, incident documentation, case resolution, expectation setting and follow-up for user problems.
--Work with other technical and non-technical team members and managers to resolve more complex problems.
--Promptly respond to work stoppages and other priority cases that affect users (remote and on-campus) in a timely manner that complies with documented service levels for work stoppages and other priority cases.
--Relay work stoppages as well as their status and resolution to the entire company.
--Evaluate, document, and recommend improvements and development needs of existing software or processes based on standards and business needs. Send recommendations to management.
--Monitor Support Request (SR) Queue
--Prioritize SRs currently assigned with those unassigned SRs in the queue.
--Work with team members to get urgent SRs assigned appropriately.
--Create and maintain detailed documentation and audit trail for all Support Requests, communications, troubleshooting steps, research, processes and any other related information without exception.
--Consult with Developers or other technical support teams, as required, to explain process improvements, software recommendations, software bugs and errors, hardware issues, or to recommend changes to programs.
--Resolve day-to-day technical issues within the applications and processes supporting
Troubleshoot and resolve technical customer support issues.
Troubleshoot issues between B2B partners
--Perform analysis of system techniques and procedures to determine hardware, software, and system functional specifications.
--Execute daily and weekly technical tasks, including various reports and scripts, to help monitor and mitigate customer issues.
--Monitor and maintain server processes and error logs to ensure application stability and performance.
---Identify recurring technical issues that should become automated and ease monitoring of applications.
--Work closely with Software Developers and Project Managers, ensuring Division's technical needs are met.
--Become the recognized technical expert with respect to the systems that support.
--Develop trust and confidence with Departments and Management.
--Additional duties as assigned.
Education and/or
Experience:
--SQL Server Database
--Experience with XML and electronic B2B integrations utilizing XML files and an API is a plus
--Ability to multitask and triage priorities
--Strong analytical skills
--Must have the ability and desire to learn new things and adapt to changes in technology and environment
--Organizational skills, with attention to detail
--Ability to work well with others
--Strong communication skills
--Technical skills and aptitude required
--C-Sharp and .Net exposure
--Citrix experience is a plusEstimated Salary: $20 to $28 per hour based on qualifications.
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