Software Support Specialist

R.E. Darling Company Inc.•Tucson, AZ

7d•Hybrid

About The Position

The Software Support Specialist assesses, selects, implements, administers, documents, trains users on, and supports company software. The role works with stakeholders across the organization and requires strong communication, organization, technical and analytical skills, attention to detail, issue prioritization, and the ability to manage concurrent projects. The position works under minimal supervision and has no supervisory responsibilities. The specialist evaluates company software needs, researches and compares solutions, recommends selections, and manages implementation. Responsibilities also include user and security administration, software and platform upgrades, vendor coordination, and serving as the subject matter expert for designated applications. The role creates and maintains user guides, manuals, training media, and tips-and-tricks documentation. The specialist analyzes, develops, and tests reports and SQL scripts for business operations and applications using client/server databases. They train employees through onboarding, classes, documentation, and refresher training; provide technical user support; maintain support-request records in a ticketing system; and troubleshoot application and data synchronization issues. This is an exempt, salaried, full-time role based at the Tucson, Arizona office, with a hybrid schedule requiring on-site work two days per week and additional on-site presence during systems implementation. There are no travel requirements. Hours may vary with operational needs and may include occasional extended hours, weekend work, or adjusted schedules. The work environment is a standard climate-controlled office with moderate noise, with occasional exposure to varying temperatures, loud machinery, moving mechanical parts, and airborne particles.

Requirements

Bachelor’s degree in software engineering, Computer Software Technology, or a related area of study.
At least three years of experience with software systems implementation, administration, systems and user support, report and script writing, and user training.
At least three years of project management experience.
At least three years supporting various software solutions, including ERP, in a manufacturing environment.
Proficiency in Microsoft O365, MS Project, and MS Visio.
Knowledge of general business flow.
Strong communication, organizational, technical, analytical, problem-solving, adaptability, and attention-to-detail skills.
Ability to prioritize issues, manage concurrent projects, and work with stakeholders at all organizational levels.

Responsibilities

Assess company software needs, research and compare solutions, present recommendations, and manage implementation.
Administer users and security for designated software systems; upgrade software, databases, and platforms.
Coordinate with solution providers and serve as the company subject matter expert for designated software.
Develop and maintain training media, user manuals, software reference guides, and tips-and-tricks documentation.
Analyze, develop, and test reports for business operations and applications using client/server databases.
Develop and test SQL scripts for electronic alerts and business metrics using client/server databases as applicable.
Train employees on company software through onboarding, scheduled classes, tips and tricks, and annual refresher training on critical software.
Provide prompt technical assistance, maintain detailed support-request records in a ticketing system, and diagnose and resolve software application and data synchronization issues.