Sr Support Services Analyst

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Business Summary

Deltek’s award winning Support Services team provides best-in-class assistance to Deltek’s customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!

Position Responsibilities

Senior Support Services Analyst will be responsible for providing advanced technical support and guidance to our customers and internal teams. They play a critical role in diagnosing complex technical issues, implementing solutions, and driving continuous

improvement in our support processes. The Support Services Analsyt in Deltek | Replicon is not only a Support professional, but also a good researcher, a tester and a consultant to both customers and product management.

Key Responsibilities:

• Works mostly on large enterprise accounts with complex configurations and custom integrations
• Serving as a subject matter expert and escalation point for complex technical issues, providing guidance and assistance to junior support analysts.
• Leading the resolution of high-priority incidents, conducting in-depth troubleshooting, root cause analysis, and implementing sustainable solutions.
• Effective and efficient working in partnership with other departments like Engineering, Cloud Ops and Product Management, etc. to prevent delays in resolution.
• Mentoring and coaching junior support analysts, providing technical guidance, knowledge transfer, and skill development opportunities.
• Solid understanding of product limits and suggesting ways of improving the product
• Contributing to the development and maintenance of support documentation, knowledge base articles, and best practices.
  
  
  

Qualifications

• Any Bachelor's Degree
• At least 7-8 years of experience in software application support and/or infrastructure support
• Understanding of Web technology, basic networking, hardware knowledge and software applications
• Experience of Windows platforms including configuration e.g. configure software to connect to Internet application servers, SSO configuration, API, Webservices
• Understanding of SQL Server or Oracle database management systems.
• Excellent communication skills - verbal, written, listening skills and interpersonal skills
• Ability to communicate in a tactful, courteous manner and to deal with and resolve complex situations in a professional manner
• Ability to handle multiple tasks/projects simultaneously and effectively work individually or in a team environment
• Open to work in a 24/7 support environment
  
  
  

Travel Requirements

No

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