Title: Software Support Analyst - 70127086
Location: Austin, TX
Duration: 12 + Months
5-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent
judgment.
This Support and User Testing Analyst will be responsible for providing first-line support to users experiencing issues with the CRM or TEA Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and TEA Help Desk software. This analyst will also develop, and conduct training programs tailored to all levels of CRM and TEA Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems.
This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Product Owner Manager in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.
Develops, monitors, maintains, and delivers communication for the CRM and TEA Help Desk product teams; helps coordinate activities with multiple stakeholders influencing the development of the CRM and TEA Help Desk applications; contributes to and uses knowledge base articles
Monitors, reviews, and resolves Customer Relationship Management (CRM) and TEA Help Desk software support incidents at an experienced level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses
Monitors, reviews, and completes software User Acceptance Testing (UAT) for all CRM and TEA Help Desk products; ensures all issues and enhancement requests are updated accurately and timely
Preferred: a working knowledge of Jira Software products
Skills :
II. CANDIDATE SKILLS AND QUALIFICATIONS
Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
Years Required/Preferred Experience
7 Required Using Atlassian Jira Products (Service Desk and Software)
4 Required End User Testing of software releases
2 Preferred Using Zendesk & CRM Help Desk
2 Preferred Using MS Modern Requirements
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