Systems Liaison

Systems Liaison
Responsibilities

• Accept responsibility for customer support issues once they have been registered, prioritized, evaluated, and attempted by Level-1 Service Desk Support.
• Quickly identify, analyze, and respond to customer requests for assistance.
• Collaborate and coordinate with other departments to get assistance with production support issues. This may include the Infrastructure Team, developers, testers, or other technical personnel.
• Develop and maintain an expert understanding of the system supported, as well as the customers business processes and business rules, as related to the system.
• Represent customers by suggesting usability and other improvements.
• Gather customer requirements, then develop and execute test plans based on documented business requirements.
• Clearly and consistently document and report the status of assigned support issues and system improvements.
• Exhibit exceptional customer service and communication skills.

Requirements

• Experience with the entire application development lifecycle: analysis, construction, implementation, and post-implementation support.
• Proficiency in Microsoft Office products (Outlook, Word, Excel).
• Excellent skills in eliciting, analyzing, and validating requirements.
• Excellent interpersonal and customer service skills, as well as an understanding of office relationships.
• Ability to express findings and recommendations clearly to different levels of Management, both verbally and in writing, in a professional manner.
• Ability to multi-task between projects and tasks and work in a matrix-managed organization.
• Experience working on a team; leading and facilitating small teams of technical personnel.
• Experience in Oracle SQL.

Preferred

• Experience with Agile development practices; creating and grooming user stories, prioritizing the backlog, and participating in Agile ceremonies including sprint planning and retrospectives.

This is a 7-Month Contract opportunity with our Kansas City, MO client. Employee benefits include: Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately-vested company match) available with TriCom during the contract period. H1-B Visa sponsorship is not available for this position. No third parties, please.