What are the responsibilities and job description for the Product Support Analyst position at ArnAmy, Inc.?
Job Details
Job Purpose: 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 CRM or TEA 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 CRM and TEA 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 CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology. Develops, monitors, maintains, and delivers communication for the CRM and TEA Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the CRM and TEA Help Desk applications; contributes to and uses knowledge base articles Monitors, reviews, and resolves Customer Relationship Management (CRM) and TEA 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 CRM and TEA Help Desk products; ensures all issues and enhancement requests are updated accurately and timely Preferred: a working knowledge of Jira Software products.
Minimum Requirements: Experience
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About ArnAmy, Inc.: ArnAmy, Inc. is a leading information technology consulting and software development firm in Tallahassee, FL since 2007. ArnAmy has been providing high quality services to clients and prides itself in implementing dependable solutions to ensure client's success. ArnAmy is formed and led by principle centered leaders with Subject Matter Expertise in all disciplines of Information Technology. Company has proven record of 100% successful projects and 100% satisfied clients, and employees. We are inviting bright professionals with integrity and have passion to achieve higher goals to join our award winning (Tallahassee s BEST in IT Solutions 2017 & 2016) excellent and talented team. ArnAmy, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability or marital status. Women and Minorities are encouraged to apply. PLEASE SEND RESUMES AND SALARY EXPECTATIONS TO THANK YOU! |
