Temp to Perm

User Support Analyst

Posted on 24 August 22 by Samantha Walsh

  • Bethesda, MD
  • -
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Job Description

Compass Pointe Consulting LLC, is a Maryland based, Woman Owned Small Business specializing in IT and Finance & Accounting Solutions and Services is looking for a User Support Analyst position to work 100% REMOTE.

JOB DUTIES:

  • Triage problems, document triage methodology, train team members.
  • Troubleshoot and analyze business application issues accurately in a high paced environment.
  • Use methodologies and scripts provided by developers or other technical staff to perform data fixes and other tasks that require special privilege.
  • Maintain accurate information and timely updates using the ticketing system, BMC (Formally Numara) Footprints.
  • Create and maintain business application knowledge base and other documents / scripts to support the team mission.
  • Develop best practices, make process improvement recommendations.
  • Work with application developers to document changes to applications and provide training / documentation to team members on upcoming changes.
  • Advocate the customer’s best interest.
  • Understand and act on priority issues.
  • Escalate trends to manager.

REQUIREMENTS:

  • 3-5 years of customer support experience providing functional support is preferred Eligibility:
  • Prior customer and end-- -user support experience supporting business applications required.
  • Must have excellent communications skills.
  • Must have knowledge and understanding of the System Development Life Cycle (SDLC).
  • Excellent problem solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problems.
  • Prior experience working with Footprints desired but must have experience with other ticketing system and Help Desk tools.
  • Ability to identify and utilize relevant resources to provide customers with information and resolution. 
  • Experience with Federal Grants process and systems is a plus
  • MUST BE ABLE TO PASS A BACKGROUND INVESTIGATION AND QUALIFY FOR A PUBLIC TRUST CLEARANCE.

 

EDUCATION REQUIREMENTS:

  • Bachelor’s degree preferred

Job Information

Rate / Salary

-

Sector

Healthcare

Category

Not Specified

Skills / Experience

user support

Benefits

Not Specified

Our Reference

JOB-4522

Job Location