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Software Support Analyst

Greenville, South Carolina Shellpoint Mortgage Servicing

Title:
Software Support Analyst
ID:
1903
Department:
Information Technology
Location:
Greenville, SC
Description
Summary:
The Software Support Analyst II position is an intermediate level
position that primarily serves as a second level technical support
representative for issues pertaining to third party software products.
The position requires an in depth understanding of technical support
processes, service level procedures, and problem solving techniques.
In addition, this position will aid with SCSM workflow creation and
general ticket template creation, as well as participate in monitoring
of systems within the production and test environments.
Responsibilities:
*
Diagnose and correct the root cause of issues in third party
software products
*
Coordinate with vendors and partners to resolve problems and
organize product upgrades and installations
*
Maintain the integrity, security, and performance of the
designated third-party software environments
*
Advise and educate end users and customers on the capabilities and
use of
designated third party software products
*
Employ best practices to deploy and administer designated
third-party software
products
*
Provide off-hours support and installations as required
*
SCSM Workflow creation and troubleshooting
*
SCSM Ticket Template maintenance and creation
*
Other tasks as assigned by management
Qualifications/Skills:
*
Firm grasp of client/server, web, and database architectures
*
Proficient knowledge with database design and query logic for
Microsoft SQL Server
*
Ability to manage multiple simultaneous projects such as the
deployment of upgrades and new installations while providing
end-user support via a ticketing system
*
Excellent written and oral communication skills
*
Strong sense of urgency in responding to and correcting software
issues
*
Dedicated focus on customer satisfaction
*
3-5 years experience implementing, administering, supporting, and
maintaining third
party software products
*
Demonstrated ability to work independently as well as thrive in a
team oriented
environment
*
Demonstrated ability to prioritize and remain focused in a
dynamic, fast paced
environment
*
Demonstrated ability to multi-task and resolve issues in a timely
manner
Educational Requirements:
*
College or University degree in MIS, Computer Science, Information
Technology, Software Engineering, Computer Engineering or related
field
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