Implementation and Support Analyst I Appriss
THIS JOB HAS EXPIRED DescriptionSummary
Responsible for the implementation and support of approved projects of a high profile nature. Responsible for managing and implementing changes to interfaces with customer equipment by analyzing requirements, providing solutions, testing new and existing application solutions and designing software scripts. Also, responsible for implementing product configuration changes.
oBachelor?s degree in computer science, computer information systems or a related field or equivalent experience.
Knowledge, Skills, Abilities, Experience, or Characteristics
o2 years of implementation and/or technical support or coordination experience including operations support experience either in an in-house or field environment.
oExcellent interpersonal skills, verbal and written communication skills and organizational skills with multi-tasking abilities required.
oPossess the ability to organize and prioritize required tasks, work well under pressure and with deadlines and the ability to develop and follow a project plan.
oWork independently and function as a member of a team.
oAbility to handle sensitive and confidential information.
oStrong skills in SQL, UNIX and Windows.
oUnderstanding of programming, relational databases, SQL and Perl.
oMust be able to perform data analysis and must be customer focused.
Functions and Responsibilities (?in addition to other duties as assigned)
1.Report on project requirements/objectives as appropriate to project manager and supervisor.
2.Communicate with customer to confirm/obtain project and product deliverables.
3.Configure a project for testing by setting up necessary structure and files on Appriss servers, and making sure that data is flowing from the site.
4.Test the implementation of a project for accuracy and adherence to customer expectations and written design specification.
5.Facilitate communications with customer during the testing process.
6.Consistently meets defined productivity and quality standards.
7.Acts as the interface to the customers to effect real time problem analysis and resolutions.
8.Works with the customer service organization to provide consistent service delivery to our customers.
9.Provides problem solving and technical expertise.
10.Collects detailed information to determine method of resolution.
11.Will be involved as needed in project implementation activities and will be available to meet on site with the customer at any time.
12.Exercises sound professional judgment in analysis of problem.
13.Effects timely solution of problems in order to ensure customer satisfaction and eliminate downtime.
14.Maintains and reviews records of support requests.
15.Establishes and maintains credibility and reliability with customers.
16.Maintains excellent communication skills, enthusiasm, and patience when dealing with customers.
17.Enacts contingency plans as needed.
18.Develops and maintains documentation as needed.
19.Provides input for future process improvements.
20.Works closely with all functional departments and/or third party partners for the successful management of the customer account.
21.Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
22.Mentors and supports employees of the department; encourages appropriate professional development opportunities for staff.
Physical and Mental Requirements
Job is physically comfortable; individual has discretion about walking, standing, etc.
Job requires a very high level of judgment, exceptional analytical ability and creativity in investigating major problems that require original and highly innovative solutions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Some travel may be involved for both training and customer facing issues.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Equal Opportunity Employer - M/F/V/H
||10401 Linn Station Road |
Louisville, KY 40223
THIS JOB HAS EXPIRED