Associate Product Support Analyst

Overview

POSITION SUMMARY :

The Associate Product Support Analyst is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for various system users, and for providing root cause analysis with recommendations for improvements. They also share responsibility for the day-to-day maintenance and support of consumer and Member applications in operation, including tasks related to identifying, troubleshooting, and escalating application issues. This individual may also work with the product team to support software projects from inception through implementation and maintenance, including working on specifications to help define the user experience for an improved system. They may be required to document project requirements, user stories, and other project artifacts. They may also need skills to detect, analyze, diagnose, report, and resolve problems and to create enhancement requests associated with applications. Some basic understanding of programming and debugging duties may be required in order to develop queries / reports of varying complexity and to troubleshoot application issues.

Detailed Responsibilities / Duties

• Work with internal stakeholders to understand complex, dynamic business rules and apply those rules to fully understand the application.
• Engage end users and internal business units to support the application and ensure it is fully operational with minimal issues or defects.
• Develop a functional understanding of the systems and the development framework for system implementation and maintenance.
• Review and track online application trends for recommendations for improvement and support.
• Research, analyze, and recommend improvements to the applications.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Effectively recognize and manage interpersonal communication needs.

Required Qualifications

Experience

Education

Preferred Qualifications

Qualifications

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Skills Required

Java, Javascript, .NET, Xml, Sql, Html