College Station, United States
Responsibilities
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Provides high level diagnosis to staff, and takes over open issues as needed.
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Works with unsettled clients and Tyler support personnel to set clear, realistic expectations and deliverables; executes against the plan and monitors progress.
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Writes estimates for software modification specifications and documentation of support processes.
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Works with client to define scope of support requests
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Working knowledge of billable vs non-billable work
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Provide on-call escalation coverage
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Submits client issues to development team for resolution as needed.
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Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
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Provides training to client end-users (typically via webinar).
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Creates or enhances documentation throughout the support process.
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Contributes to company knowledge library and/or Tyler Community.
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May participate in Early Adopter activities.
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May participate in User Group meetings and activities.
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Mentors new staff to ensure guidance is provided on an ongoing basis.
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Reviews release documentation and provides feedback to appropriate staff.
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May participate in transitional services for new clients in their initial post-live period.
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Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures.
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May provide input to Manager for performance evaluations on other staff.
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Commits to expanding technological skills and knowledge of the Tyler products.
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Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
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Performs other duties as assigned.
Qualifications
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Bachelor's degree in related field or equivalent experience.
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A minimum of 2 years of experience required in a Software Support Analyst position, or in a position which demonstrates systems knowledge and experience.
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Excellent interpersonal skills.
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Ability to effectively and strategically approach problems to ensure and innovative and optimal solutions.
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Ability to make sound, effective and timely decisions along with the ability to solve problems involving highly complex issues.
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Excellent decision making, time management and problem solving skills involving root cause diagnosis and thinking out of the box.
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Excellent organizational skills.
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Strong analytical ability, particularly in a technical environment.
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Excellent written and verbal communication skills.
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Solid knowledge and understanding of database structures including fields, tables, views, database objects, etc.
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Proficiency working with relational databases or SQL preferred.
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Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
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Knowledgeable with Microsoft Office.
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Knowledge and understanding of software development tools a plus.
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Ability to travel preferred.