Provides high level diagnosis to staff, and takes over open issues as needed.
Works with unsettled clients and Tyler support personnel to set clear, realistic expectations and deliverables; executes against the plan and monitors progress.
Writes estimates for software modification specifications and documentation of support processes.
Works with client to define scope of support requests
Working knowledge of billable vs non-billable work
Provide on-call escalation coverage
Submits client issues to development team for resolution as needed.
Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.
Provides training to client end-users (typically via webinar).
Creates or enhances documentation throughout the support process.
Contributes to company knowledge library and/or Tyler Community.
May participate in Early Adopter activities.
May participate in User Group meetings and activities.
Mentors new staff to ensure guidance is provided on an ongoing basis.
Reviews release documentation and provides feedback to appropriate staff.
May participate in transitional services for new clients in their initial post-live period.
Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures.
May provide input to Manager for performance evaluations on other staff.
Commits to expanding technological skills and knowledge of the Tyler products.
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.
Performs other duties as assigned.
Qualifications
Bachelor's degree in related field or equivalent experience.
A minimum of 2 years of experience required in a Software Support Analyst position, or in a position which demonstrates systems knowledge and experience.
Excellent interpersonal skills.
Ability to effectively and strategically approach problems to ensure and innovative and optimal solutions.
Ability to make sound, effective and timely decisions along with the ability to solve problems involving highly complex issues.
Excellent decision making, time management and problem solving skills involving root cause diagnosis and thinking out of the box.
Excellent organizational skills.
Strong analytical ability, particularly in a technical environment.
Excellent written and verbal communication skills.
Solid knowledge and understanding of database structures including fields, tables, views, database objects, etc.
Proficiency working with relational databases or SQL preferred.
Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
Knowledgeable with Microsoft Office.
Knowledge and understanding of software development tools a plus.
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