Technical Support Analyst

DataScan-posted about 1 month ago
Full-time • Entry Level
Hybrid • Alpharetta, GA
251-500 employees
Repair and Maintenance
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DataScan is looking for a Technical Support Analyst for providing application support services to users of applications and operational support to clients who use them. The Technical Support Analyst role provides application support services to users of applications and to the IT functions that support them. Primarily the analyst will triage and resolve application and system problems, or any incident that is disrupting the application service that client or business users depend on.

  • Provide application support for DataScan clients on multiple versions of wholesale lending accounting software.
  • Receive and log requests for support from clients, other internal departments; investigates the problems and determines appropriate actions to take for resolution and remediation.
  • Monitor the progress of requests for support and ensure users and other interested parties are kept informed.
  • Provide timely and accurate responses to requests for support. This may include making modifications to system parameters, developing workarounds, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests for resolution of the problem.
  • Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
  • Monitor application systems for issues, note problems and identify performance trends.
  • Take corrective action to improve performance and to avoid problems arising.
  • Liaise with software suppliers on the development of system enhancements to overcome known problems or further fulfill user requirements.
  • Assist internal teams to investigate and model business functions, processes, information flows and data structures, using methodical and consistent techniques.
  • Investigate operational requirements and problems, contributing to improvements; specify information flows, processes/procedures that will meet the business requirements.
  • Document work, take part in user meetings and assist in presenting issues and solutions both orally and in writing.
  • Assist in defining acceptance tests for new or upgraded systems.
  • Bachelor's Degree or Equivalent: A Bachelor's Degree from a four-year college or university or equivalent experience.
  • Customer Support Experience: Previous experience working in a customer support team.
  • Database Proficiency: Working knowledge of relational databases, with a preference for Oracle, and proficiency in SQL scripting.
  • Software and Tools Proficiency: Proficiency in Microsoft Office, Oracle, AWS Workspace, UltraEdit, Toad, Jira, Confluence, or comparable tools.
  • Analytical Skills: Proven ability to analyze client business needs and recommend effective solutions.
  • Interpersonal and Customer Service Skills: Excellent interpersonal and customer service skills for effective client and team interaction.
  • Communication Skills: Strong written and oral communication skills for documentation, issue presentation, and team collaboration.
  • Independence and Teamwork: Ability to work both independently and as a team member for efficient problem resolution and support.
  • 1-3 Years of Technical Support Experience: A minimum of 1 to 3 years of technical support experience in a role involving application/system support.
  • Understanding of Wholesale Finance: Knowledge of Wholesale Finance principles and processes.
  • Enterprise Financial Software Support: Prior experience in supporting enterprise financial software applications.
  • Project Management: Capability to effectively balance multiple projects and priorities.
  • Financial Accounting Expertise: Experience with Financial Accounting methods and General Ledger (GL) processing.
  • Financial and Accounting Systems Knowledge: Experience with financial and/or accounting systems and processes.
  • Computer Skills: Proficiency in accounting software and experience with enterprise financial software application support.
  • Competitive compensation
  • Education reimbursement
  • Flexible health insurance options, including vision and dental coverage
  • 401K retirement savings plan, including company contributions
  • Wellness incentives
  • Paid Parental Leave
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