Software Customer Support Analyst

Job ID: 2310106-2912

Location: REMOTE WORK, FL, US

Date Posted: 2023-07-21

Category: Software

Subcategory: SW Support

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work:

Description

The Software Customer Support Analyst serves as a translator between technical teams and the customer’s business community to collect, clarify, analyze and translate business requirements into documentation. This role will require someone to have knowledge of modern software development and Dev Ops tools.

This is a 100% Remote role.

Key Areas of Responsibility:

• Develop a thorough understanding of the customer’s requirements and assist the project team in applying industry best practices and detailed knowledge of ServiceNow to help design an optimal solution that supports the business process that meets or exceeds functional requirements

• Assist the technical team in translating application functionality into application architecture and the production of a business functionality requirements statement

• Document workflows and results of business analysis

• Write stories, with acceptance criteria and functional test, in accordance with agile best practice guidelines

• Assist in quality management reviews and ensures that all business and design requirements are met

• May also assist and lead test plan development and execution

• May also assist, develop and deliver end-user training

• Develop strong internal relationships with key stakeholders and subject-matter experts across the organization

• Serve as the thought leader to help define business processes, system usage, behavior and information requirement needs

• Decompose business problems quickly and determine the root cause and provide solution alternatives

Qualifications

Required Education and/or Experience:

• High School Education and 3 years of relevant experience

• Minimum of 1-2 years of experience designing and developing process workflows and writing technical stories

• Excellent written and verbal communication skills with the ability to effectively communicate across company and department boundaries at all levels

• Demonstrated work experience in process definition including facilitation, process documentation, change control, and process improvement

• Ability to effectively facilitate and lead meetings, tailoring messages to the given audience

• Effective in evaluating information, identifying risks and opportunities, while possessing creative problem-solving skills with an understanding of business concepts and models

• Proven ability to elicit project and system requirements

• Expert negotiation and persuasion skills, with the ability to enable win-win resolutions

• History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business while meeting deadlines

• Critical attention to detail and solid creative problem-solving skills

• Demonstrated knowledge of the business, organization and solutions that are the backbone of the organization

• Ability to adapt to changing conditions, strategies and organizational direction

• Adept at question/challenge existing business assumptions and constraints

• Demonstrated ability to understand how change will benefit the organization

• Demonstrated ability to critically evaluate information, identify risks and opportunities, while possessing creative problem-solving skills with an understanding of business concepts and models

• Proven track record of successfully supporting the needs of project team members and internal stakeholders (locally and virtually)

• Strong working knowledge of requirements gathering software support, data mining tools and Microsoft Office applications

• Ability to work in a high performing team environment

• Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize.

• Knowledge of ITIL

Target salary range: $100,001 - $125,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.