Senior Support Analyst

Description

Responsibilities

• Provides high level diagnosis to staff, and takes over open issues as needed.
• Works with unsettled clients and Tyler support personnel to set clear, realistic expectations and deliverables; executes against the plan and monitors progress.
• Writes estimates for software modification specifications and documentation of support processes.
• Works with client to define scope of support requests
• Working knowledge of billable vs non-billable work
• Provide on-call escalation coverage
• Submits client issues to development team for resolution as needed.
• Performs Quality Assurance testing for software module upgrades / changes. Analyzes results to ensure that software performs as required.
• Provides training to client end-users (typically via webinar).
• Creates or enhances documentation throughout the support process.
• Contributes to company knowledge library and / or Tyler Community.
• May participate in Early Adopter activities.
• May participate in User Group meetings and activities.
• Mentors new staff to ensure guidance is provided on an ongoing basis.
• Reviews release documentation and provides feedback to appropriate staff.
• May participate in transitional services for new clients in their initial post-live period.
• Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures.
• May provide input to Manager for performance evaluations on other staff.
• Commits to expanding technological skills and knowledge of the Tyler products.
• Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• A minimum of 2 years of experience required in a Software Support Analyst position, or in a position which demonstrates systems knowledge and experience.
• Excellent interpersonal skills.
• Ability to effectively and strategically approach problems to ensure and innovative and optimal solutions.
• Ability to make sound, effective and timely decisions along with the ability to solve problems involving highly complex issues.
• Excellent decision making, time management and problem solving skills involving root cause diagnosis and thinking out of the box.
• Excellent organizational skills.
• Strong analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Solid knowledge and understanding of database structures including fields, tables, views, database objects, etc.
• Proficiency working with relational databases or SQL preferred.
• Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
• Knowledgeable with Microsoft Office.
• Knowledge and understanding of software development tools a plus.
• Ability to travel preferred.
2 days ago