Job Detail
Responsible for providing Tier-2 customer support for our internally-developed and customer-facing applications. Candidates must have knowledge of information technology operational support processes and methodologies as well as knowledge of best practices and procedures. Each candidate must have an understanding of troubleshooting procedures and the ability to develop troubleshooting practices.
To document technical requirements for application break-fix and new-feature development, candidate will be responsible for translating business requirements into technical requirements in a format that is understandable to both the business user and the technical implementer.
Experience in the following areas: • Excellent customer service skills and soft skills (i.e., Collaboration, influence, communication, etc)
• Understanding and the ability to perform application administration for internally-developed applications
• Troubleshoot and resolve, or identify for escalation, complex support issues, determine root cause and implement or facilitate a solution
• Recognize production process or connectivity issues and escalate to appropriate support personnel
• Provide user training in the course of resolving service tickets
• Document technical issues and troubleshooting steps, results and problem resolution
• Understand and document technical requirements for application break-fix and new-feature development
• Translate business requirements into technical requirements
• Create and interpret use case documents
• Participate in high-level system design and prepare detail design and implementation processes
• Understanding and the ability for using Service Desk management tools
• Understanding and the ability to perform portal content administration
• Provide feedback to management on training needs
• Participate in the evaluation of new products
• Achieve full compliance with business policies
• Proven supervisor ability
Qualifications Bachelor's degree in Computer Science or related field and 8+ years related experience required.
Skills/Abilities:• Significant experience in ETL and familiarity with Informatica
• Significant experience in Systems Analysis, Business Analysis and/or Data Analysis
• Use Case development
• Documenting technical requirements
• Experience in application support and troubleshooting in a multi-application environment
• Experience with software quality assurance methodologies
• Familiarity with production acceptance and change management processes
• Microsoft Products (Windows XP, Office 2003)
• Service Desk management tools (Remedy, Service Now)
• Basic understanding of Local Area Network (LAN) & Wide Area Network (WAN)
• SQL database query tools (AQT)
• Database report creation and analysis (Crystal Reports, Excel, Access)
Debra Mayek952-841-9510 ext. 2debra@involveit.comContact UsSubmit Resume