Technical Business Analyst with Portal Support Experience

Recruiter
TrustMinds, Inc.
Location
Houston
Salary
Competitive
Posted
18 Jul 2019
Closes
25 Jul 2019
Job role
Accountant
Sector
IT
Contract type
Permanent
Hours
Full time

Technical Business Analyst with Portal Support Experience

Location: Houston, TX

Full Time / Direct Hire

JOB RESPONSILIBITIES:

  • Responsible for managing incidents & requests through to resolution. In addition, supporting the successful transition of new services to business units.
  • Investigate technical issues, documentation, and critical thinking skills to identify the cause and apply or recommend resolutions.
  • Take ownership of problem management, spotting escalation trends and resolving problems at root, thereby reducing the number of incoming incidents on a pro–active basis.
  • Utilize, create internal and external knowledge base articles to ensure consistent delivery of services. View to improve service levels.
  • Respond in a timely and professional manner to all customer requests, putting the customer first; key to success in the role. Escalate issues where appropriate while maintaining ownership of the initial support request.
  • Collaborate and work effectively across internal functional areas as well as with external parties as required.
  • Documentation of processes and solutions.
  • Demonstrated experience recommending improvements to system usability, customer experience, and teamwork processes.

REQUIREMENTS:

  • Bachelor s degree (either BA or BS) in Computer Science, or related field.

EXPERIENCE/SKILLS:

  • Minimum of 3 years of experience in supporting software products, specifically customer facing portals
  • Experience writing, modifying and understanding technical documentation
  • Able to create new documentation
  • Excellent troubleshooting, analytical, and interpersonal skills
  • Ability to leverage existing documentation, experience to troubleshoot technical issues and escalate appropriately
  • Experience with various development platforms (AWS, Azure, .Net, SQL, etc.)
  • Experience with CRM tools (Salesforce) is a plus
  • Team Collaboration and Positive Attitude
  • Excellent communication and writing skills
– provided by Dice

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