12 Apr
Technical Analyst - Application Support
Georgia, Atlanta , 30301 Atlanta USA

Vacancy expired!

Technical Analyst – Application Support Expert Technical Solutions has an immediate opening for a Technical Analyst with one of our leading clients in Atlanta, GA. This is a 6 month+ contract position with one of the largest companies in the nation. As a Technical Analyst, you will provide customer first and second level support by effectively analyzing and troubleshooting customers’ issues. Collaborating with the Customers, Business Analysts and Developers when appropriate to resolve issues and drive improvements. Working hours for this role will be a little later in the day – something in the range of 9am – 5/6pm or 10am – 6/7pm. Our offshore team finishes around the lunch hour so we need to ensure we have support when they leave in the afternoons and early evenings.Responsibilities:
  • Function as the initial point of contact for all SML related issues identified during scaleup activities
    • Communicating and responding to site contacts in Start Up Support Chat
    • Monitoring the SNOW Assignment Group
    • Answering questions from business implementation staff
  • Aide in troubleshooting software problems as they pertain to the SML Application
  • Act in troubleshooting tablet infrastructure to ensure successful SML implementation
    • Use the SOTI application to remotely manage and configure devices
  • Resolve technical issues and remove impediments to allow for an optimized experience for the end users
  • Escalate issues as needed and as defined by SML Service Level Agreements
  • Provide comprehensive support to users to achieve resolution to outstanding problems or issues
  • Manage customer relationships by maintaining a high level of customer focus ensuring issues are handled in a timely manner (according to the SLAs) with acceptable quality measurements
  • Work within ServiceNow and additional communication channels to research issues and, when appropriate, route to others in a timely manner
  • Research issues by debugging code and conducting data analysis
  • Understand client’s requirements and how they translate into application features
  • Provide options for application enhancements based on your observations and customer’s feedback
  • Compare advantages and disadvantages of alternatives
  • Collaborate with customers and IT professionals to drive improvements
  • Assist with Quality Assurance through testing enhancements and features
  • Writing and maintaining user documentation
  • Develop technical documents to accurately represent application functions for support purposes

Required Skills:
  • Strong customer focus
  • Prior experience working in an Application Support role (2nd level support).
  • Ability to read and debug code to identify issues in languages like C#, VB.NET, ASP.NET and/or Javascript – we don’t need a programmer – just someone who can read/support code
  • 2+ years of experience in agile SDLC, with a focus on testing and support
  • 2+ years of experience and a solid knowledge of Microsoft SQL Server (queries and stored procedures)
  • 2+ years of experience with Microsoft Office Suite (Word/Excel, etc.)
  • Ability to provide effective application training

Vacancy expired!

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