Technical Support Analyst IIII

detroit, Michigan

Our client is looking for a Technical Support Analyst to join their team in Charlotte, NC.

Responsibilities

  • Perform work in an Agile / Kanban team structure; good understanding of Agile principles and execution
  • Provide creative technology solutions utilizing sound investigative skills and analysis
  • Perform enhancement / sustain and vendor management work to maintain operations for 25 applications (SaaS, Data Lake)
  • Execute problem / incident management, 2nd / 3rd level ticket management, IT compliance, and ad hoc work requests
  • Execute requirements development process for applying business needs to technical applications
  • Execute reporting & analytics using BI tools with a sound understanding of metrics / data being analyzed
  • Execute data management / design, interface development / monitoring
  • Proactively become an expert in current and future HR business processes / technology products
  • Handles the more complex internal and external end-user support issues
  • Work is project-oriented and actual tasks must be defined by employee
  • Understands company goals and practices and applies them when resolving a variety of problems
  • Receives only general instructions on new work
  • Uses judgment and creativity and sound technical knowledge to obtain and recommend solutions
  • May interface with senior management to convey information.
  • Makes a commitment to ensure that a customer’s needs are met by taking personal responsibility for service and quality.
  • Appreciates that how each customer views satisfaction may vary depending upon their specific needs.
  • To the extent that it is reasonable, goes the extra mile to make sure that each individuals needs are met.
  • Follows up to monitor satisfaction/responds to additional requests/problems quickly.
  • Tailors the information to appeal to the level and interest of others and prepares for others questions or reactions.
  • Assists the team to accomplish its goals beyond his/her assigned work.
  • Outlines potential cost/savings outcomes of technology use.
  • Troubleshoots or addresses significant limitations or problems of technology applications.

Qualifications

Mandatory Skills

  • BS and 4+ years or equivalent
  • Ability to manage projects for effective customer system support
  • Ability implements quality measures and tracking
  • Ability to resolve customer related technical issues
  • Knowledge of specific enterprise-wide IT platforms and applications
  • Ability to effectively communicate with customers to resolve their issues

Desired Skills

HR Technology Overview: Enable the HR organization to achieve operational excellence and portfolio goals benefitting employees, global functions, and business lines. Partner closely with the business to transform the employee experience and interject technology principles / standards that influence the selection and design of solutions. Includes Benefits, Talent Management, Talent Acquisition, Compensation / Finance (Payroll), Employee Relations & Risk, HR Operations, and People Analytics. Interfaces with senior management to provide and obtain information and build consensus regarding workstream direction Relationship Management - Interfaces and establishes vendor relationships for technical solutions, supports / coordinates, prioritizes, and works tightly with HR Ops & HR COE Business Coordination, assures IT cross-functional team alignment for technical projects / requirements (Ex. Architecture, Enterprise Platform Delivery) SCRUM – sustain, release, and portfolio initiatives, roadmap reviews / governance, applies PMO methodologies (Agile, Waterfall) Vendor Management - Partner with applicable vendor(s), HR COE’s, and/or HR Ops to implement and monitor existing and new initiatives Risk Management – Business Continuity / Disaster Recovery coordination, Security Exceptions / Security Acceptances ownership, Vulnerability Scanning coordination, EAC Reviews, SOX Assessments, Risk Assessments, and Application Assessments of supported workstream applications Operational and Sustain Management - Performs sustain and operational support of all workstream applications, responsible for system/application performance and stability, Change / Incident / Problem Management, 2nd / 3rd level ticket support (ticket assignment, resolution, and closure), performing interface monitoring and optimization

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