Product Support Analyst

4 weeks ago

Phoenix, United States Tech One IT Full time

Interacts with end-users and external vendors by providing troubleshooting and software application analysis. The Product Support Analyst 1 address escalated issues and questions, which pertain to currently supported applications and software. Responsible for analyzing, troubleshooting, and evaluating technology issues

Contract Duration: 3-6 months

Location Type: On-site

  • Performs advanced technological systems support and general problem solving and assistance on diverse software applications and hardware systems for escalated inquiries or issues
  • Work closely with Product and Project teams to gain understanding of and provide support for critical business applications
  • Support all project and enhancements initiatives to ensure operational readiness at go-live
  • Serve as the technical liaison between multiple development teams, user communities, and customers
  • Provide individual and/or group instruction and training for Level 1 and other support teams on new products or services being rolled out to the enterprise
  • Support and troubleshooting on the following: mobile apps, Cloud environments (I.e. AWS), store systems, desktop apps, Wi-Fi, Middleware, Website, iSeries, SAP, enterprise scheduling tools along with any future apps introduced to the enterprise
  • Participates in research and development initiatives and aids in the implementation of new technologies ensuring operational readiness for support
  • Develop innovative ideas to promote efficiencies and implement automation applied to systems and technology
  • Contribute to and maintain a knowledge base of previous support issues and tickets
  • Create or review instructional documents and knowledge articles for business applications and processes
  • Identify new or modified training opportunities for support of future implementations of new software, hardware, or apps
  • Review and reporting on health of team metrics
  • Answer and handle after-hour calls to include weekends and holidays to provide support or troubleshoot application and database issues on a rotating schedule
  • Compete work in a timely and accurate manner while providing exceptional customer service
  • Collaboration with other departmental personnel to ensure a “team effort” working well and diligently with them and providing prompt customer service
  • Follow ITIL processes and procedures
  • Other duties as assigned
  • This position requires a minimum of one year IT support experience or eighteen months working with Company business applications and hardware experience
  • Proven ability to learn various forms of technology and software quickly and accurately
  • Advance technical knowledge of a wide range of computer systems software, applications, hardware, networking, and communications including but not limited to – Mulesoft (APIs), Enterprise Service Bus middleware, SAP ECC, SAP OMS, Hybris website, POS systems, Salesforce, Payment systems, Mobile Applications, Device Configuration, AWS Cloud environments, iSeries, scheduling tools etc.
  • Ability to review and understand large enterprise landscape diagrams
  • Ability to review and understand business functions and process flows
  • Excellent verbal and written communication skills including the ability to create organized and informative reports, as well as comprehensive, accurate documentation
  • Strong interpersonal skills and the ability to work effectively with a diverse audience
  • Ability to work well with others
  • Customer service focused with exceptional follow-up and attention to detail
  • Assertive, resourceful self-starter with exceptional analytical and troubleshooting skills; can understand and express appropriate levels of urgency
  • Position requires advanced technical, analytical, and critical thinking skills, including, but not limited to, attention to detail, analysis, troubleshooting, and problem solving
  • Can work independently and demonstrated time management skills
  • Ability to work well under pressure and with deadlines
  • Strong ability to both multi-task and manage priorities
  • Ability to participate in multiple projects simultaneously while adhering to tight schedules
  • Excellent organizational skills
  • Maintains confidentiality, when necessary, and treats the work community with respect
  • Processes a can-do attitude and the ability to adjust to changing requirements in a fast-paced environment

Education Requirements

  • This position requires an associate degree in Computer Science, Information Technology, IT Engineering or related field or equivalent work experience

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