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Software Support Analyst

Location:Baltimore, MD
Salary Range:Grade 22
Benefits:An excellent benefit package is offered
Employment Type:Full Time
Description:The Software Support Analyst exists to be the first line of contact and communication between the end-users of our major custom applications and our internal IT business analysts and project managers.
  1. Use LIRS's Help Desk ticketing system to monitor incoming requests for application support; communicate status to requestor; and gather additional information needed to diagnose the problem; reproduce bugs based on the information given; report information to the Technical Business Analysts so that they can work with the developer to incorporate fix in a software patch or release.
  2. Communicate regularly with internal and external application stakeholders to promote good working relationships.
  3. Work with Technical Business Analysts to document defect fixes - for release notes and for updated user documentation.
  4. Participate in QA testing of bug fix releases and new enhancements; report results to Technical Business Analysts
  5. Participate in regular Application Development Team meetings, to plan out future enhancements, schedule releases and discuss overall issues that affect all custom software.
  6. Participate in monthly software development review meetings with stakeholders, where issues and enhancements are discussed and prioritized.
  7. Cross-train and provide backup support for main LIRS IT Help Desk, using the same ticketing system.
  8. Other job related duties as assigned
  1. Deep commitment to LIRS's core values and ability to model those values in relationships with colleagues and partners.
  2. Bachelor Degree in an Information Technology discipline, or at least 5 years of experience working within the software development lifecycle, OR some equivalent combination of education and experience.
  3. A track record of providing excellent customer service experiences to non-technical, mission-oriented staff.
  4. Ability to communicate clearly to non-technical users and to technical business analysts and/or software developers.
  5. Proven ability to learn the business and technical functionality of custom-developed software applications.
  6. Ability to analyze support requests and to reproduce bugs in order to explain and document the causes of software defects
  7. Experience monitoring and using an IT Help Desk ticketing system to organize support requests and to communicate the status of requests.
  8. Experience maintaining system documentation.
  9. Experience participating in QA testing process.
  10. Project organization and prioritization skills, needed for success in an environment where there are multiple requests and projects at any given time.
  11. Attention to detail and excellent organizational skills.
  12. Ability to work on a team where each member contributes their unique skills, but are willing to pitch in together to accomplish the goals as needed.
  13. Certification or coursework/training in a discipline related to the duties of this position.

No phone calls please

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