Software Support Analyst

5-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particularular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent

judgment.

This Support and User Testing Analyst will be responsible for providing first-line support to users experiencing issues with the Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and TEA Help Desk software. This analyst will also develop, and conduct training programs tailored to all levels of Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems.

This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.

Develops, monitors, maintains, and delivers communication for the Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the Help Desk applications; contributes to and uses knowledge base articles

Monitors, reviews, and resolves Customer Relationship Management (CRM) Help Desk software support incidents at an experienced level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses

Monitors, reviews, and completes software User Acceptance Testing (UAT) for all Help Desk products; ensures all issues and enhancement requests are updated accurately and timely

Preferred: a working knowledge of Jira Software products

CANDIDATE SKILLS AND QUALIFICATIONS: