Support Analyst (BSC 3)

Company: Cloud Analytics Technologies LLC
Location: San Francisco
Posted on: November 13, 2024

Job Description:

Local Candidates Preferred. Non-local candidates must be willing to pay for your own interview travel expenses and relocation costs.Job DescriptionRole: Support Analyst (BSC 3)Duration: 12 monthsDescription:Word, Advanced PC Skills (Excel, MS Outlook, SharePoint)REQUIRED SKILLS: Bachelor's degree or equivalent plus 2+ years work experience on a project team, ideally with a financial institution.

• Self-starter and able to work independently while at the same time, be a team player and collaborate with technology and business teams and interact with end-users to meet critical timelines.
• Strong verbal and written communications skills, strong analytical skills, and understand data.
• Comfortable working with and training internal customers, call centers, and technical teams.
• Understand and interpret requirements while researching issues to provide resolutions to users.
• Must have excellent organizational skills, be detail-oriented, customer focused and excited about working under tight deadlines in a fast-paced, agile development environment.Primary Responsibilities:
  • Provide first and second level user support for a customer due diligence tool.
  • Manage and resolve all issues escalated by users and first level support in a timely manner.
  • Communicate with the user community to understand and resolve issues.
  • Monitor shared e-mail inbox and ticket escalations.
  • Partner with other teams (Support Call Centers, Quality Assurance, Technology) to provide positive user experience.
  • Understand use cases/stories and related business requirements.
  • Analyze trends and produce management reports.
  • Assist in the development of training materials for end users, support call centers, etc.DESIRED SKILLS:
    • Prior call center or user support experience.
    • Familiarity with HP Quality Center or Application Lifecycle Management.
    • Ability to read, understand, and update business requirements.
    • Business analyst experience (gathering user feedback, working on requirements, providing application support, etc.) on a project team.Equal Opportunity EmployerCloud Big Data Technologies is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. Cloud Big Data Technologies will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will Cloud Big Data Technologies require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract.
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Keywords: Cloud Analytics Technologies LLC, Alameda , Support Analyst (BSC 3), Professions , San Francisco, California