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Software Support Analyst

Greenville, South Carolina Shellpoint Mortgage Servicing

Software Support Analyst
Information Technology
Greenville, SC
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.
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
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
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
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
Demonstrated ability to prioritize and remain focused in a
dynamic, fast paced
Demonstrated ability to multi-task and resolve issues in a timely
Educational Requirements:
College or University degree in MIS, Computer Science, Information
Technology, Software Engineering, Computer Engineering or related
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