Job Description

JOB DESCRIPTION

JOB BUSINESS TITLE: SENIOR SYSTEMS SUPPORT ANALYST
JOB PROFILE: 100304 – Technical Support Engineer 7
JOB FAMILY: Professional & Consulting Services Family Group > Technical Support
ORGANIZATION: Legal Customer Success -Customer Advocacy
LOCATION: Culver City, Albuquerque, Minneapolis, Remote

ROLE
The Senior Systems Support Analyst is an advanced level operations contact assisting customers with technical areas of the Elite Software and is responsible for resolution of escalated, complex and high-profile customer incidents. The individual will provide advance level technical consultative support for the customers and serves as a coach and mentor in at least one technical area in a non-call center but in a project base environment.

PRIMARY RESPONSIBILITIES:

• Works on challenging and complex technical service request tickets where analysis of situations requires an evaluation of intangible variant factors. Responsible for handing client down systems. Performs system reviews of clients' hardware, software, setup, and environment; write documentation outlining the findings of a system review and implement suggested changes or deficiencies found in those findings. Understanding of building & administering servers in a tiered, distributed environment. Responsible for reviewing performance problems and performing performance tuning, as well as, familiarity with capacity planning.
• Escalation point for technical service request assistance and customer initiatives. Works on special projects assigned by Department/Team Manager as necessary. Self-sufficient with few escalation paths to go to or with minimal guidance from others. Exercises independent judgment in developing methods, techniques, and evaluation criteria to obtain results. Role model for escalation management skills, escalating issues to product developers as needed for further analysis. Proactive engagement and escalation point with peer departments.

• Maintain excellent Dashboard management which includes higher volume of active service requests and sound aging specifications of open service requests.
• Provide high level of soft skills in communication with customers and internal peers. Act with appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.
• Collaborate and Interact with team, department and interdepartmental peers to resolve customer issues effectively and timely. Lead in team and escalation meetings and contribute suggestions and solutions to increase effectiveness. Actively seek and apply knowledge gained from colleagues and other resources and proactively share knowledge with others. Create white papers as necessary.
• Significant mentoring role for team/department. Lead mentoring and shadowing sessions for peers.
• Increase expertise on the Thomson Elite software product set and its operating platforms. Requires an advanced working knowledge of the various computer and network operating systems utilized by customers as well as compatibility issues with the hardware and software components in various client/server configurations.

QUALIFICATIONS:

• Bachelor’s degree or equivalent experience
• 5+ years technical support related customer Support service experience in a software environment
• Intermediate to advanced knowledge in TCP/IP WAN/LAN networks, MS office, IE, Chrome, and using various low-level commands such as ping and trace-route

• Intermediate to advanced working knowledge of relational database concepts, architecture and administration, specifically SQL Server
• Programming experience in Visual Basic, C#, VB .Net or shell scripting
• Intermediate to advanced working knowledge of .Net Framework applications hosted in IIS
• Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems
• Excellent organizational, time management, multitasking, written and verbal communication skills.

• Coaching and mentoring skills
• 3+ years of Elite software experience required

Please Note:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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