Software Application Analyst
3 weeks ago
We are looking for an experienced Software Application Analyst to join our team at Elligo Health Research INC.
About the Job
This role provides essential support for various internal and external software applications within Elligo. The Software Application Analyst serves as a bridge between our user community and development teams, bringing feedback and suggestions to product management.
Key Responsibilities
- Provide technical support to customers through our ticketing system, email, and instant message, prioritizing support requests as needed to maintain business continuity.
- Troubleshoot and resolve issues related to our products with a focus on timely resolution. Document issues and resolutions in the appropriate system.
- Perform initial analysis for reported incidents and escalate more complex issues to senior support staff or Development as needed.
- Document support cases, including issue details, troubleshooting steps, and resolution, using our internal documentation system.
- Identify recurring issues and provide solution options to end users.
- Collaborate with internal teams, such as Engineering, Product Management, Quality Assurance, and Implementation, to contribute ideas for improving products and applications.
- Participate in the testing of new product releases and updates to ensure quality and reliability.
- Assist with the creation of end user training content and keep fresh with new product releases.
- Understand the product roadmap and assist with end user training as part of the software release process.
- Practice continuous learning and compliance.
- Contribute to a culture of continuous learning, quality, and process consistency.
- Perform additional duties as required and/or assigned.
Requirements
- Bachelor's Degree in related discipline preferred, or equivalent combination of education and relative work experience.
- 2+ years of experience in a support analyst, technical support, or customer service role is preferred.
Estimated Salary: $50,000 - $60,000 per year
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