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Provide first and second level analysis, diagnosis, and support of software applications. Utilize various tools, training, experience, and decision making to resolve issues across multiple platforms with varying degrees of complexity. When appropriate, escalate problems to the next level of support. Works closely with all supported internal business customers to ensure problems are understood and addressed with minimal impact.
SUMMARY: Provide first and second level analysis, diagnosis, and support of software applications. Utilize various tools, training, experience, and decision making to resolve issues across multiple platforms with varying degrees of complexity. When appropriate, escalate problems to the next level of support. Works closely with all supported internal business customers to ensure problems are understood and addressed with minimal impact.
SUPERVISORY ROLE: This position does not have any direct reports but does advise on and oversee software functions processed by other Company employees.
POSITION SUMMARY: Areas of focus are application support and services, service desk levels 1 and 2, software research, testing & auditing, and report analysis. When appropriate, escalate problems to the next level of support. Works with internal customers and other departments to ensure issues are understood and addressed with minimal impact. May also provide basic assistance with training initiatives and author or maintain training materials. Must stay current with knowledge of applications, for the purpose of advising and supporting.
Proven work experience in first and second level support of ERP or other complex integrated applications. Strong familiarity and experience in a support capacity working with business operations or other business line departments. Ability to participate, assist, and complete routine and complex tasks independently. Assists others as needed. Tasks are usually assigned, but initiates their own tasks as well. Ability to multi-task across multiple areas. Advanced knowledge of software application systems. Beneficial to have detailed knowledge of the property management industry. Must have excellent written and verbal skills.
Demonstrates a strong aptitude for logical thinking. Can create new support workflows. Ability within specific technology areas to independently perform basic and second level problem determination, root cause analysis, and solution development and implementation. Ability to analyze and resolve complex problems. Ability to self-identify and self-manage tasks. Ability to work and lead effectively in a fast-paced, team-based, customer service-oriented environment. Excellent communication skills with clients, peers, and other support groups. Proficient understanding of internal and external customer requirements. Advanced understanding of business processes as appropriate. Advanced ability to respond to distressed user concerns with appropriate customer service skills.
Desire and aptitude to mentor and train less experienced associates within their specified discipline.
Analyze and resolve complex problems.
Identify trends to proactively prevent problems and develop processes to resolve them.
Self-initiates research and recommends alternative actions for problem resolution.
Takes corrective actions to solve problems in a timely manner to achieve recovery with minimum impact to the customer. Escalates issues where appropriate for resolution.
B.S/B.A. in Computer Science or Information Systems or equivalent formal training or work experience.
This job description is not an all-inclusive list of functions and tasks. Job functions may be added, deleted, or modified at any time by your management team. Receipt or possession of this job description does not constitute a contract of employment.
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