Systems Analyst II - Commercial Card
About The Position
The Technical Account Manager II has primary responsibilities that include Application Set Up/Support and Technical Liaison. The Technical Account Manager II serves as a business / technology liaison between internal / external RLPS Division customers and technical members of project teams, including 3rd party vendors to research and/or implement information technology solutions with business initiatives. Basic Technical Implementation of Commercial Payments products and services will be the primary duty for this position. The Technical Implementation includes but is not limited to software setup, participating in weekly client calls during the implementation phase, requirements gathering and providing client training on the software. Trainings are typically provided via a web meeting, however, on occasion an in-person training at the client’s location may be required.
Requirements
- Intermediate knowledge of technical concepts, terminology and file formats/structures
- Ability to occasionally travel overnight as needed, typically, less than 25% of the time annually
- Ability to write reports, business correspondence, and procedures
- Ability to effectively present information and respond to questions from managers and staff members
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standards exist
- Demonstrated decision making, analytical and problem-solving skills, as well as technical aptitude
- Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
- Inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills
- Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
- Intermediate to Advanced level proficiency with Microsoft Word, Excel, PowerPoint, Microsoft Project, Visio and Outlook
- Bachelor's degree with emphasis in Business Management, Computer Information Systems, or related area or equivalent combination of education and work experience required
- 2+ years related technical support experience required
Nice To Haves
- Previous experience working with Customer Relationship Management tools such as Salesforce and Zendesk or application and lifecycle management tools like Jira or TFS is preferred
- Basic accounting knowledge preferred
Responsibilities
- Provide level II technical support with limited research and recommendations on issue resolution
- Identify and document business and testing requirements for defined projects; translate requirements into specifications for technical project members
- Communicate customer issues and questions, project updates, system problems, etc., to technical and non-technical individuals
- Provide support to clients in resolving basic to moderate technical issues
- Collaborate and coordinate problem-solving efforts between clients and IT or third-party vendors, software support, investigation and analysis of problems related to the analyst area of responsibility
- Notify and prepare end-users for system outages, releases, and enhancements
- Act as a liaison and escalation point between clients and service providers
- Administer system change control and maintain system access in test and production environments by adhering to policies/procedures and documenting all changes
- Perform other duties as assigned
Benefits
- employer sponsored health, dental, and vision insurance
- 401(k)
- life insurance
- paid vacation
- paid personal time
- career development
- education assistance
- voluntary supplemental benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
