Sr Employee Support Analyst-w2

3 weeks ago

Seattle, United States Tekvivid Inc Full time

As a Senior Employee Support Analyst you will support a diverse set of Products and Services within an agile crossfunctional product development team. A willingness to take ownership of products running in production and providing frictionless experience to endusers is a key part of this role along with providing feedback and input to help shape the modernizing and building better products. The team is passionate about keeping our systems modern reusable and maintainable. You will be shaping the future of Morningstar DBRSs Products and helping to make Morningstar DBRS a technologyfirst environment. The role will be to work with team members in North America and Mumbai and support DBRS Morningstars global offices.

Responsibilities

Support a diverse set of Products and Services; applying technical knowledge to assist endusers and stakeholders

Research to identify issues; provide timely resolution and communication of outcomes to all appropriate team members.

Communicate effectively to convey complex technical information via email chat ticketing system and attendance in bridge calls. Understand and educate endusers on complex user experiences.

Build a knowledge base for endusers and support analysts

Make software improvement recommendations to enhance user experience and increase support analyst autonomy.

Track evaluate and determine resolution approach for credit products and underlying data issues. Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates followup expedition and resolution.

Articulate and evangelize the strength quality and value of the product acting as a subject matter expert where necessary.

Think strategically when it comes to understanding client requirements problemsolving and project management skills

Qualifications

A bachelors degree in computer science or related field

3 years of experience in Application Production L1 (Level 1) & L2 (Level 2) support.

Ability to work independently and manage time and multiple concurrent priorities

Ability to collaborate successfully with team members

Excellent troubleshooting skills

Knowledge of Service Level Agreement management Incident management Service request handling Application Monitoring (alerts logs) etc.

Experience with any service desk tool such as BMC Remedy ServiceNow JIRA Redmine CA Service Desk etc.

Knowledge of technologies such as.net/ python/ AWS / JavaScript/Any JavaScript framework

Ability to debug SQL Queries and Stored Procedures in a relational database management system (RDBMS).

Excellent communication skills verbal listening reading writing.

Work with multiple teams end users functional teams release manager development team.

Availability to work on rotation shifts between NA American & Australian shifts

Good to haves

Demonstrated domain knowledge in financial/investment data and/or analytics

Working knowledge of monitoring tools e.g. Splunk New Relic etc.

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