Support Analyst at Calytera

| Austin
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THE ROLE: SUPPORT ANALYST

THE LOCATION: AUSTIN, TEXAS

About Calytera:

Calytera has more than 25 years of experience helping governments modernize, increase engagement with citizens and drive economic growth. We are a 2019 GovTech 100 company, a 2018 CIOReview “Top 20 Most Promising Public Sector Solution Provider” and founder of Amanda, the leading software platform for digital government.

The Calytera team believes that citizens should receive the same best-in-class digital experience from governments as they do from leading organizations in the private sector. We are optimistic, encourage risk taking and strive to “wow” our customers on a daily basis.

What you’ll do:

Support Analyst will be a Calytera product expert responsible for delivering comprehensive, high quality and effective, support services in a timely fashion to both internal and external clients. This role reports to our Senior Manager, Support.

 

Responsibilities include: 

  • Works with the customers, subject matter experts, Client Services, and other departments as necessary within the company to manage support requests (internal and external)
  • Develop and maintain a set of support resources: Knowledge base articles, Product documentation, support environments
  • Assists in generating reports that highlight departmental accomplishments and performance against goals
  • Performs "hands-on" work of completing tasks and assignments that increase operational efficiencies
  • Reviews or documents customer needs and translates them for the technical, product and services teams to provide recommendations for improvements
  • Learns and uses various analysis and support tools in adherence to the operational policies and procedures of Enterprise Support
  • Contributes in updating process flows, client knowledge base, other reference documents and training
  • Participates in meetings and raises support issues
  • Facilitates the transition from Project Delivery to Support
  • Builds and maintains positive customer relationship
  • Administers incoming support requests/cases throughout their life cycle as per the processes in place
  • Analyses, troubleshoots, and reproduces product observations
  • Liaises with various stakeholders to validate and clarify business requirements
  • Analyses configuration options to determine workarounds
  • Be a Support Leader and a champion of customer satisfaction
  • Manage contract obligations (SLAs), annual maintenance agreements etc.
  • Facilitate triage meetings with other stakeholder groups

Requirements

  • Strong knowledge of SQL, ability to compile queries to select, update, backup/restore of databases.
  • SQL Server 2005/2008/2012/2016
  • Windows Server 2008/2012/2016
  • Windows XP, 7, 10
  • Crystal Reports 11+
  • Tomcat 8.5+, Weblogic,
  • JIRA, Service Desk
  • MS Office
  • Able to work independently and collaborate with technical and non-technical personnel
  • Quick learner, resourceful, self-starter; desire to take ownership of activities
  • High attention to detail and quality
  • Organization, planning, and leadership skills
  • Currently possess or eligible to obtain Secret Level security clearance
  • Additional Skills and Attributes
  • Enterprise software configuration and/or systems implementation

Preferred Requirements 

  • JIRA, Service Desk, Confluence, Zoom, Teams, GoTo Meeting
  • University degree or college diploma with a concentration in computer science, information systems, business, commerce, or equivalent
  • Preferable knowledge in AS/400
  • ITIL Certification

What do we have to offer?

  • Headquartered in sunny Austin, TX, we focus on doing things differently and we challenge each other to be the best we can be
  • Experienced leadership and team
  • Casual environment
  • Flexible hours
  • FREE Snacks! (You name it, we've got it)
  • Fun team events
  • High performing team who wants to win and have fun doing it
  • Extremely Competitive Compensation
  • Fully paid health benefits
  • OPPORTUNITY (Calytera will be what you make it)
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