Production Support Analyst

HCVT•Fort Worth, TX

5d•Hybrid

About The Position

As a Production Support Analyst, you will be responsible for investigating, resolving, or escalating incoming support requests from internal and external clients for custom developed accounting / tax systems and vendor software. You will proactively communicate issues to management and development teams as needed, monitor ticket backlog and prioritize effectively to meet client service levels, and contribute to the continuous creation of, and updates to, technical and end-user support documentation. You will also participate in change management and release management.

Requirements

Bachelor’s degree in information systems, accounting, or related field required
Proficient using MS SQL and Excel
Demonstrable experience using Microsoft Business Intelligence technologies, such as SSRS
Self-starter with ability to work independently with minimal supervision
Strong analytical and problem solving, and creative thinking skills
Excellent written, oral communication and documentation skills; able to communicate complex technical answers to non-technical people
Customer service-oriented

Nice To Haves

accounting education / experience a plus
Flexible with changes in hours during busy season and able to assist after hours / on weekends if needed

Responsibilities

Investigates, resolves, or escalates incoming support requests from internal and external clients for custom developed accounting / tax systems and vendor software
Proactively communicates issues to management and development teams as needed
Monitors ticket backlog and prioritizes effectively to meet client service levels
Contributes to continuous creation of, and updates to, technical and end-user support documentation
Participates in change management and release management