HCSS Cloud Services Analyst Salary in the United States

Cloud Services Analyst

HCSS, a 13-time “Best Company to Work For in Texas” software company in Sugar Land, TX, is searching for a Cloud Services Analyst! You will join a team that’s seen 10x the number of customers hosting on our cloud services in the past 3 years. 

We are looking for somebody who has excellent problem solving, analytical and people skills. You must have a passion for customer service and technology, an innovative mind and be detail orientated to join the fastest growing product at HCSS. 

In addition to being an integral part of our Cloud Services, the successful candidate will also:

1. Have excellent knowledge of Windows Servers, SQL and Remote Desktop Apps. A huge plus if you have at least 2 years of experience owning or managing a small sized server infrastructure (over 50 employees).
2. Lead time-sensitive projects with minimal guidance and on time completion every time.
3. Communicate well with customers and internal teams providing troubleshooting direction and escalated-issues support to internal & external customers.
4. Have an aptitude for teaching and coaching others, ability to develop quality training materials and documents for Tier 1 support teams including internal and customer facing knowledge base content.
5. Be a logical thinker, clear communicator and highly organized. Without being bureaucratic, you will have very high regard for change management processes, compliance and security standards.

We’re transparent about what success looks like in this role. Therefore the following objectives will be used to evaluate your ability in the first 2 months.

Month 1

• Learn all HCSS cloud hosted applications (installation, setup/configuration, associated architecture and core functionality) and deliver a 45 minute presentation to your manager demonstrating your knowledge of our software applications by the end of week 2.
• Learn the HCSS Cloud infrastructure. Schedule a Q&A session with the Cloud team to demonstrate your knowledge of our infrastructure and virtualization technology, and explain our process for customer migrations and onboarding to the Cloud by the end of week 3.
• Shadow 15 calls from escalated customer issues every week starting from week 2; document the issues and the solutions provided from the conversation and present your summary to your manager by the end of each week.
• Research on solutions for optimizing the HCSS Cloud platform and processes and provide at least 5 suggestions to the team by the end of week 4. You need to support each of your suggestions with facts and data from your research.
• Handle 15 cloud-related customer calls with manager’s assistance.
• Close 10 escalation issues with manager’s assistance.
• Schedule weekly 1-on-1 meetings with your manager to solicit feedback and discuss your progress, the roadblocks you encounter and how you plan to overcome them.

Month 2

• Document an applications delivery process including internal testing and software release methodology to customer cloud environments. Show the process to the team feedback by the end of week 2. Make modifications till you meet your manager’s expectation.
• Close out at least 30 cloud related customer issues with minimum assistance.
• Close out at least 15 escalation issues from support team with minimum assistance.
• Complete 2 cloud onboarding/implementation project - from initial planning, execution to completion.
• Schedule weekly 1-on-1 meetings with your manager to solicit feedback and discuss your progress, the roadblocks you encounter and how you plan to overcome them.

After month 2, the performance objectives will be determined by your manager.

What are you waiting for? Launch YOUR career with an award-winning team! With our continuous learning and educational advancement funds, we’ll provide you with the resources to grow further with us. The sky’s the limit on what you can achieve!

*NOTE: 

Part of our recruitment process includes a math/logic test. HCSS will send you an email within the week after you apply with the test link. In case this is not in your inbox, please also check your spam/junk mail folder. 

This is NOT a contract position, NOT a remote position, and at this time we are NOT sponsoring H1-B Visas*