- Provide Tier One support for several applications
- These include web-based and internally customized solutions
- Required to assess the issue, resolve common problems and/or document the issue for further review
- Basic understanding of frequent problems, errors, browser issues, RAM impact etc
- Must follow-up at all times and keep users updated
- Acquire a functional knowledge of the assigned applications
- Ability to conduct demos to users and walk-through key functionality of applications
- Document issues and resolution in an issue tracking tool
- Maintain the current Knowledgbase for existing solutions and procedures, identify procedural changes and gaps and update accordingly
- Identify trends/ problem areas and elevate to management to review further
- On-Board / Off-Board users for internally managed applications
- Ensure users are assigned correct access to key approved areas
- Request vendors to assign access to users for vendor managed applications including Production Payroll Services
- Available to cover shift patterns with other team members to cover numerous time zones 7.00am onwards in 8 hr increments (The 2nd shift starts at 10am and cover is require to 7pm)
- Provide on-site support at production office in Los Angeles areas during peak times
Business Analysis / Quality Analysis
- Knowledge of business processes
- Good technical troubleshooting skills across MAC, PC, Tablets, Mobile Phones and commonly used browsers
- Ability to gain overview of applications / processes quickly
- Excellent communication skills – written and oral – Professional business writing
- Customer service focused, confident dealing with all levels of business users
- Excellent attention to detail to identify trends (users calls), reviewing documentation etc
- Team player – ability to support multiple application owners /(Product owners)
- Flexible attitude to support peak times, deadlines and to assist team members as required
All your information will be kept confidential according to EEO guidelines.
