NAS Workforce Mgt TSG Tech Application Analyst I
1 day ago
As a member of the Swarm Team, you will receive new cases per day while actively working on existing cases. You will use prescribed tools and CRM to accept work and document progress and next steps.
You will utilize your application knowledge to actively engage one on one with Associates in need of assistance with client reported issues or problems with functionality. You will typically be the first escalation point for any application issue. While working directly with others to help resolve their issues, you are also providing them a way to expand their knowledge. You will work closely with various internal and external partners, including direct communication with clients, towards a supportable solution for an escalated issue that requires engagement from multiple resources.
You will display accountability and issue ownership by providing resolution based on established timeframes.
You will also be assigned various projects as required by the business to provide optimal service solutions to our clients. You will also act as mentor to peers and are expected to share your knowledge in various forms such as responding to forum posts, documenting job aids and facilitating booster sessions. Qualifications3+ years of Directly Related Experience such as Database admin. or engineering; system administration; network administration; software application support / helpdesk experience
Relative work experience or certifications in web application, report development or support, business analysis, database administration, network operation, or SQL query writing
Above average verbal and written communications skills, analytical and problem-solving skills
Advanced knowledge and experience in using MS Office applications
Basic knowledge of math, ability to work with numbers
Able to communicate technical concepts and issues to a non-technical audience
Able to effectively multi-task and work under pressure of time constraints
Flexibility in shifting schedules based on business requirements
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