TYLER TECHNOLOGIES Senior Software Support Analyst in AMES, Iowa
DescriptionThe Senior Software Support Analyst addresses and resolves complex issues, strives to reduce call volume, and forms/builds client relationships. The position focuses on high-level analysis of client issues and accounts. The Senior Software Support Analyst works closely with staff to assess and meet training needs. The position also works with Development to address product issues. The position is a key resource to the team.ResponsibilitiesProvides high level diagnosis to staff, and takes over open client issues as needed.Works with unsettled clients and Tyler support personnel to set clear, realistic expectations and deliverables; executes against the plan and monitors progress.Must be able to multi-task in a fast-paced environment.Writes estimates for software modification specifications and documentation of support processes.Submits client issues to development team for resolution as needed.Performs Quality Assurance testing for software module upgrades/changes. Analyzes results to ensure that software performs as required.Provides training to client end-users (webinars, remote and on-site training).Creates or enhances documentation throughout the support process.Actively contributes to company knowledge library and/or Tyler Community, and guides Support personnel on doing the same.Participates in Early Adopter activities for clients.Prepares for and presents to large-group audiences at User Group meetings.Mentors new staff to ensure guidance is provided on an ongoing basis.Reviews release documentation and provides feedback to appropriate staff.May participate in transitional services for new clients in their initial post-live period.Trains new staff to ensure they are learning the products they support and to ensure they are following the appropriate departmental procedures.May provide input to Manager for performance evaluations on other staff.Analyze support cases to determine root causes, recommend activities to help reduce call volume.Able to anticipate future needs for clients and Support.Commits to expanding technological skills and knowledge of the Tyler products.Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook and Safety Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.Performs other duties as assigned.QualificationsBachelor's degree in related field or equivalent experience.A minimum of 1 year of experience required in a Software Support Analyst position, or in a position which demonstrates systems knowledge and experience.Domain knowledge - Iowa CountiesExcellent interpersonal skills.Effective decision making and problem solving skills involving troubleshooting basic to complex issues.Strong organizational skills.Effective analytical ability, particularly in a technical environment.Excellent written and verbal communication skills.Knowledgeable with Microsoft Office.Knowledge and understanding of software development tools a plus.Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender/sex, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws.