ECM Application Support Business Analyst

Position Title: ECM Application Support Business Analyst

Location: Chicago, IL

Company: William Everett

Position Overview:

WE is seeking an Enterprise Case Management Application Support Business Analyst in the downtown Chicago area to join our Enterprise Case Management (ECM) team! The Application Support Business Analyst candidate is responsible for tracking and processing incoming application support request via telephone and emails from 8:30 am – 5:00 pm Monday-Friday.

Key Responsibilities:

• Answer ECM application technical support calls and emails.
• Enter and track support tickets in ticket management system.
• Manage ECM development patch / release cycles for Chicago.
• Assist ECM project team with applications configuration updates.
• Test application updates on test site, training site and production site.
• Review weekly application quality assurance and performance reports.
• Train end users on system functionality.
• Produce training materials as needed.
• Participate in weekly project and technical support meetings.
• Participate in client program meetings.

Qualifications:

• 5 years of Tier-1 and Tier-2 CRM application help desk support.
• Experience providing technical support to not-for-profit / social services agencies.
• Experience supporting Health and Human Services case management agencies.
• Experience using help desk ticket management system.
• Experience working in AGILE environment.
• Attention to detail
• Able to follow instructions
• Detailed documentation

Requirements:

• Strong application support expertise.
• Must be able to anticipate and proactively handle issues
• Adherence to SDLC standards
• Must possess strong communication skills, both verbal and written, as well as exceptional analytical and time management capabilities
• Ability to work without close supervision, keeping focused on short and long-term objectives
• Ability to successfully facilitate collaboration across multiple functions, IT teams, departments, and levels
• Exhibit unwavering honesty and integrity

Additional Requirements:

• Must be able to pass a criminal background check
• Must be flexible to potential extended work hours
• Must be Authorized to work in the US for any employer
• Must live in the Chicagoland area

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 10 pounds at times.

Pay Scale: $75,000 - $80,000

Benefits: Comprehensive benefits package including:

• Performance Bonus Eligible
• 401(k) plan
• Medical, Dental and Vision Insurance
• Life and disability insurance
• Commuter Benefits
• Paid time off options, including vacation, sick time, fixed holidays, parental leave.

William Everett is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.