DataScan Technology Analyst in Alpharetta, Georgia
Job Description Narrative: This position is responsible for providing application maintenance and support services to users of DataScan’s applications and to the IT functions that support them. Primarily they resolve application and system problems, or any incident that is disrupting the application service that client or business users depend on. The job calls for both technical capability and business understanding. The position reports to the manager of Support but works closely with and under the supervision of the Support Team Lead, forming a close team.
The Technical Support Analyst uses excellent client management skills along with strong product and business knowledge to serve DataScan clients and assist other DataScan departments with various projects. Leads interaction with clients on resolving issues. May determine methods and procedures on issues and solves business problems in creative and effective ways. Able to work independently and in a team with a high level of accountability.
The Technical Support Analyst possesses excellent verbal and written communication skills and the ability to interact professionally with diverse groups of executives, managers, and subject matter experts. Elicits requirements, critically evaluates information gathered from multiple sources, reconciles conflicts, decomposes high-level information into details, abstracts up from low-level information to a general understanding, and distinguishes user requests from true business needs.
Receive and log requests for support from clients, other internal departments; investigates the problems and determines appropriate actions to take for resolution and remediation.
Monitor the progress of requests for support and ensure users and other interested parties are kept informed.
Provide correct responses to requests for support by means of for example:
making modifications to system parameters, developing work-arounds, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests for resolution of the problem
Ensure all work is carried out and documented in accordance with required standards, methods and procedures.
Monitor application systems for issues, note problems and identify performance trends.
Where approved, take corrective action to improve performance and to avoid problems arising
Liaise with software suppliers on the development of system enhancements to overcome known problems or further fulfill user requirements.
Assist the internal teams to investigate and model business functions, processes, information flows and data structures, using methodical and consistent techniques; investigate operational requirements and problems, contributing to improvements; specify information flows, processes/procedures that will meet the business requirements.
Document work, take part in user meetings and assist in presenting issues and solutions both orally and in writing.
Assists in defining acceptance tests for new or upgraded systems.
Bachelor’s degree, business related degree with emphasis in Information Technology, Computer Science
3 – 5 years technical support, application support, or client support experience in a technical role
Experience with working in a customer support team
Knowledge or working experience with portable computing device
Experience with financial and/or accounting systems and processes
Working knowledge of relational databases (Oracle preferred) and SQL scripting
Experience with Financial Accounting methods and GL processing.
Experience with the following tools (or comparable tools): Microsoft Office, Oracle, Citrix, UltraEdit, Toad
Proven ability to analyze a client’s business needs and recommend effective solutions
Excellent interpersonal and customer service skills
Excellent analytical and written communication skills
Excellent oral communication and presentation skills
Ability to work both independently and as a team member
Ability to balance multiple projects and priorities
Understanding of Wholesale Finance
Prior experience with enterprise financial software application support
Prior experience in either leading or participating on technical projects
Requisition Number: 16-0266
Post Date: 6/6/2016
Title: Technology Analyst
Alternate Location: DataScan
Location: GA - Alpharetta