Description

Technical Support/Business Expertise

  • Provide technical knowledge and support in operational system/application and procedural issues to the business and IT and help the business find technical solutions to meet their goals.
  • Work in some phases of systems analysis and consider the business implications of the application of technology to the current business environment
  • Provide ongoing user support for ad hoc questions, inquiries, and service requests.
  • Provide timely and accurate reporting/data on inventory, productivity, user activity, and system performance on a regular and/or as requested basis.

 

Issue Resolution

  • Resolve medium, moderately complex production issues by: 
  • Performing initial triage for severity and business impact of system/application failures.
  • Troubleshooting and analyzing to determine root cause  of issues
  • Developing applicable business processes and solutions to ensure quality, cost effectiveness, timeliness of customer service, and regulatory requirements and mandates are met.
  • Coordinating with IT, other teams and vendors as needed to communicate issues and devise and implement long term remedies.
  • Develop system support processes with IT; coordinate daily to resolve production support issues, including application failures and user errors; document, track and report all system support activities

 

Project/Program Support

  • Work collaboratively on projects and initiatives with the business and IT by eliciting and documenting business requirements and preparing appropriate functional specifications while considering technical capabilities of the system/application.
  • May act as Business Lead/Coordinator on moderate single area/department projects.

 

Business Testing

  • Coordinate testing plans with Business area and IT
  • Serve as point of contact for business testing activities and ensure testing will appropriately meet business requirements
  • Document and may, in some cases, execute test plans and scenarios
  • Analyze and verify testing results for accuracy, relevance and completeness
  • Provide impact assessments and make assist in formulating recommendations to the business owner regarding issues, risks, etc. 
  • Assist IT with hardware and software upgrades, security changes, and architectural enhancements as needed. 

 

System Configuration

  • Configure and maintain moderately critical system tables and data elements across multiple system environments
  • Analyze, develop and implement configuration changes to improve system performance and user efficiency
  • Monitor configuration for accuracy and compliance to change control processes.

 

Hiring Requirements

  • Bachelor's degree or advanced degree (where required)
  • 3+ years of experience in related field.
  • In lieu of degree, 5+ years of experience in related field.


 

Key Skills
Education

Bachelor's degree

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