ESSENTIAL FUNCTIONS

Under the direction of the Manager, Technical Training and Support, participate in day-to-day operation, support and training for assigned software and web applications.

• Provide first level support to internal and external stakeholders, serving as liaison between business, vendors and other support teams for business and web applications.
• Communicate effectively with customers on progress and ensure satisfaction with the quality and timeliness of work done.
• Respond to requests for service and incidents reported by stakeholders. Prioritize and escalate to appropriate staff or vendors for resolution in a timely manner.
• Track progress of service and issue resolution. Effectively communicate to stakeholders the status of requests.
• Design, develop and deliver applications training programs and individual classes. Maintain updated training materials, including self-service documents and knowledge base materials. Create and maintain documentation for internal and external stakeholders.
• Assist with content updates for web and intranet sites.
• Participate in testing and implementation of new systems. Confer with programming staff regarding program changes and problems.
• Consult with staff and affiliate business units to align technical solutions with business needs. Identify, evaluate, and support business improvement opportunities within organization.
• Set up and maintain user system access according to established procedures.
• Assist Manager, Technical Training and Support with other duties as assigned.

Experience:            

2+ years experience working with database, desktop and web applications

Strong interpersonal skills, analytic and problem solving skills

Demonstrated experience in design, execution, and testing with various applications

Experience with Business Process Management (BPM) practices and procedures, and customer centric methodologies.

Knowledge of enterprise-wide view of business and varying degrees of appreciation for strategy, processes and capabilities, enabling technologies and governance.

Proven ability to recognize structural issues within the organization, functional interdependencies and cross-silo redundancies.

Proven experience with troubleshooting principles, methodologies and issue resolution techniques.

Ability to act as liaison conveying information needs of the business to IT.

Education:            

Bachelor’s Degree from a four-year college or university with emphasis in information systems or computer science, or one to two years related experience and/or training; or equivalent of education and experience.