System Support Associate

Kelmar Associates•Wakefield, MA

1d•$55,000 - $62,000•Remote

About The Position

The System Support Associate is a client-facing position whose primary responsibility is to support clients using Kelmar’s KAPS unclaimed property management system. The System Support Associate will be well versed on using the KAPS system and unclaimed property management with the expectation of becoming an expert in all facets of KAPS as well as possess the ability to assess current processes and recommend improvements and efficiencies. The System Support Associate may also be assigned individual and group projects as needed. This is a remote position.

Requirements

Minimum of 2 years’ relevant work experience
Excellent technical writing and verbal communication skills
Solid planning, time management, communication, decision making, presentation and organization skills
Advanced experience in Microsoft Office software (Excel, Word, Visio, etc.)
Comfortable using online meeting platforms (Microsoft Teams, etc.)
Comfortable in and adaptable to a fast-paced environment
Self-directed learner and independent problem solver
Must be a team player
Candidates must be legally authorized to work in the U.S without sponsorship now and in the future

Nice To Haves

previous experience in managing clients in a system support role are preferred
preference may be given to candidates with a prior working knowledge of unclaimed property

Responsibilities

Gather and document requirements from current or requested client-specific processes and customizations. This may include refining and reviewing the client requested criteria with the Product Owner and Management team
Compose tickets for development using prescribed guidelines and in accordance with priorities and established timelines
Perform acceptance and regression testing on completed development work
First line of defense in all client support requests; use critical thinking skills and available tools and resources to diagnose problems and identify solutions; prioritize development requests based on needs and other factors
Communicate regular updates on all open tickets for assigned clients and projects
Train end users in the KAPS system, including assisting with periodic webinars
Analyze and recommend process workflows to client
Work with the Training and Documentation Specialist to author and maintain system and process documentation, knowledge base, and training materials
Conduct/attend regular virtual meetings/calls with clients; occasional on-site meetings may be required
Provide status reports on open requests to clients as required
Participate in regular rotation of early/late/holiday/weekend support team coverage