• Application Support Analyst

    Job Locations US-CA-San Leandro
    Posted Date 5 days ago(4/13/2018 5:46 PM)
    Job ID
    2018-1688
    # of Openings
    1
    Category
    Information Technology
  • Overview

    The Application Support Analyst will act as a liaison between our internal staff and our software development team. This person is responsible for learning both our internally-developed applications as well as the business and clinical operations of Seneca’s widely-varied spectrum of programs. The Support Analyst works directly with end users to provide support, and ensures that the software applications are used most effectively across our programs.

    Responsibilities

    • Serve as a primary point of contact for software support requests from staff.
    • Organize, track and respond to support requests.
    • Investigate software problems.
    • Learn the technical details of Seneca’s internally-developed software.
    • Provide temporary workarounds when problems require a programming fix.
    • Identify areas of needed user training, and proactively coordinate trainings.
    • Communicate regularly with the software development team and Seneca staff in order to bring real world “from the field” feedback back to the developers.
    • Continually learn and understand agency processes in order to facilitate effective usage of the applications to meet these needs.
    • Write and distribute end-user documentation and instructions.
    • Determine whether problems need to be escalated to the software developer team or the quality assurance team and ensure that problems are addressed.
    • Contribute to the testing of newly developed application features and functionality
    • Make configuration changes to Seneca’s applications as needed to support program requirements

    Qualifications

    • Excellent customer service skills
    • Experience incorporating business operations with software applications to maximize productivity and efficiency in systems
    • Experience using SQL databases with mid-level skills in writing queries to extract data
    • Experience analyzing event logs for troubleshooting purposes
    • Strong organizational, communication, and analytical skills
    • Has a strong attention to detail
    • Problem-solving and multi-tasking skills
    • Must be 21 years of age or older
    • Valid California driver’s license and insurability through Seneca’s automobile policy
    • TB test clearance, fingerprinting clearances, and any other State/Federal licensing or certification requirements
    • AA degree or higher required

    Schedule

    *This position is located in San Leandro, CA and cannot be performed from a remote location*

     

    • Full-time: Monday - Friday

    Benefits

    • Mission-driven company with a genuine respect for work/life balance and a goal to make a difference in our communities
    • Comprehensive employee benefits package, including medical, dental, vision and chiropractic coverage, as well as partially paid premiums for dependents
    • Employer-paid Employee Assistance Plan
    • Scholarship opportunities
    • 403b Retirement plan
    • 5 weeks of flexible paid time off
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