Application Support Analyst
PMCS Services, Inc. · Austin, TXClose:
$60 - $70 HOUR
Term:Full timeWork:Remote
Type:EmployeeContract
We are looking for a Full-time contractor or employee for a Application Support Analyst role.
The position will provide technical support and assistance to users of Childcare Licensing Automation Support System (CLASS), CLASSMate and Public and Provider applications. This position will be responsible for troubleshooting and resolving application issues, identifying root causes, and implementing technical solutions. Additionally, this position will be responsible for monitoring application issues, providing training and guidance to users on how to effectively use the various applications, collaborating with development teams to test and deploy application updates, documenting and maintaining application support processes and procedures, collaborating with HHS/DFPS support teams to address cross-functional issues, follow-up and provide customer with updates on open incidents, identify and suggest possible improvements on processes and procedures to better facilitate the customer experience.
Skills(Required):
The position will provide technical support and assistance to users of Childcare Licensing Automation Support System (CLASS), CLASSMate and Public and Provider applications. This position will be responsible for troubleshooting and resolving application issues, identifying root causes, and implementing technical solutions. Additionally, this position will be responsible for monitoring application issues, providing training and guidance to users on how to effectively use the various applications, collaborating with development teams to test and deploy application updates, documenting and maintaining application support processes and procedures, collaborating with HHS/DFPS support teams to address cross-functional issues, follow-up and provide customer with updates on open incidents, identify and suggest possible improvements on processes and procedures to better facilitate the customer experience.
Skills(Required):
- Strong ITSM Remedy Ticketing System Experience.
- Strong Database query languages (SQL, PL/SQL) experience.
- Experience with CLASS, CLASSMate and/or Public and Provider and interfaces with the DFPS IMPACT application.
- Effectively communicate with non-technical audience to understand business needs and explain complex systems and technical topics in clear and concise manner.
- Skilled in performing tier 2/3 support.
Skills(Preferred):
- Strong verbal and written skills in communicating with peers and different levels of users.
- Skilled documenting processes.
- Strong skills assisting with unit testing.
- Skilled in performing remote support trough diagnostic techniques and pertinent information gathering.
- Experience working on projects utilizing agile project management methodologies.
- Experience with Health and Human services or Child Care Licensing.
- Knowledge of Jira Service Management.
