Staff Product Support Analyst

Overview

POSITION SUMMARY STATEMENT :

The Staff Product Support Analyst is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for the various system users and providing root cause analysis with recommendations for improvements. Also shares the responsibility for the day-to-day maintenance and support of the consumer and Members applications in operation, including tasks related to identifying and troubleshooting application issues and escalation. 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 documents project requirements, user stories and other project artifacts. They may also require skills to detect, analyze, diagnose, report and resolve problems and 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 into fully understanding the application.
• Engage end users and internal business units to support the application to ensure it is fully operational with minimal issues or defects.
• 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
• Advanced ability to 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.
• Working ability to effectively recognize and manage interpersonal communication needs.

Skills

REQUIRED QUALIFICATIONS :

Experience

Education

Preferred Qualifications

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Skills Required

Java, .NET, Sql, Html, Android App Development, Mobile Architecture, Xml, Dynatrace, Splunk