Production Support Analyst

2 weeks ago

Greensboro, United States apexanalytix Full time

A snapshot of what you would do:

The key function of the Production/Application Support Analyst 1 is to provide technical leadership and support for APEX’s apexportal Solutions software applications. The right candidate will have the ability to interact with clients on a needed basis and help identify, troubleshoot and address support tickets. This person will possess a strong, broad IT background including knowledge of software implementation processes and both software-as-a-service and on-premise solutions.


Specific Responsibilities:

  • Manage and resolve technical support tickets.
  • Partner with Product Manager and R&D teams to prioritize support tickets.
  • Facilitate effective and proactive communications with both internal and external customers.
  • Test product-level functionality and new releases. Identify and communicate areas for improvement.
  • Serve as the technical expert for our client software implementations.
  • Manage software upgrades on scheduled date.
  • Serve as a primary contact for our client’s IT department.
  • Troubleshoot network, database, and software problems for our client implementations.
  • Configure system settings and options, and execute unit/integration/acceptance testing.
  • Create rules and data transfer mappings using SQL query.
  • Present technical overview of apexportal Solutions software applications and technical requirements to clients when planning upgrades.
  • Manage setup of technical environment for hosted clients.
  • Lead testing of those interfaces. Includes reconciling data between clients ERP system(s) and apexportal Solutions software applications
  • Work with Help Desk personnel to resolve client installation issues.
  • The employee will regularly review corporate policies and will enforce the policies documented in the Apex Corporate Security Standards.


Required Skills:

  • Good working knowledge of Microsoft Office (in particular Excel and Outlook)
  • Exposure to SQL Server
  • Data definition, data manipulation, data control, and transactional control
  • Administration, including creating and restoring SQL backups
  • Development, including creating and troubleshooting DTS packages, stored procedures, complex data queries.
  • Knowledge of FTP, secure FTP, and PGP.
  • Knowledge of using Command Prompt and its commands.


Required Experience:

  • Bachelor’s degree in Information Technology, Computer Science, Business, Finance, Accounting or related field
  • Prefer candidate with experience in or exposure to Accounts Payable applications in ERP systems such as PeopleSoft, SAP, Oracle, or J.D. Edwards
  • Customer-facing experience with large customers preferred
  • 3 -5 years of experience in SQL.

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