Description
Summary: Responsible for monitoring, researching and resolving software systems, production processing, production environment and user problems; monitors and maintains the job scheduling system and coordinates the testing of program, systems and/or hardware/software changes and efficiency; analyzes and implements changes or additions to software systems and production procedures; coordinates scheduling, tape/physical media management,responds to processing problems and client requests.
Essential Duties and Responsibilities:
Proactively maintains contact with clients.
Provides candid feedback to clients about available options.
Serves as client advocate to internal organization; makes sure the right person gets involved in resolving the clients problem.
Offers constructive solutions to clients problems; effectively communicates rationale for solution.
Monitors client satisfaction on a regular basis. Makes recommendations about changes needed to satisfy clients.
Analyzes problems or trends with client and takes steps to avoid recurrence.
Documents and uses appropriate error correction procedures.
Performs other related duties as assigned.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Complexity of Work: Semi-routine; established precedents; practices and procedures exist.
Education: High school diploma or GED.
Experience: 3-5 years computer operations experience and operations problem-solving experience; or equivalent combination of education and experience.
Areas of Expertise Transmissions No
Soft Skills Ability to Follow-up Yes 2 - 4 Years
Soft Skills Ability to meet deadlines Yes 2 - 4 Years
Soft Skills Ability to Work Independently Yes 2 - 4 Years
Soft Skills Ability to Work with Others Yes 2 - 4 Years
Soft Skills Analytical Ability Yes 2 - 4 Years
Soft Skills Detail oriented Yes 2 - 4 Years
Soft Skills Multi-tasking Yes 2 - 4 Years
Software Skills MS Access Beginner Yes 1 - 2 Years
Software Skills MS Office Yes 1 - 2 Years
Software Skills MS Outlook Yes 2 - 4 Years
Software Skills MS Windows Yes 2 - 4 Years
Software Skills MS Word Intermediate Yes 2 - 4 Years
Software Skills .NET Framework No
Software Skills MS Excel Beginner No 1 - 2 Years
Software Skills MS Powerpoint Beginner No Software Skills UNIX No
Technical Skills Data Analysis Yes 2 - 4 Years
Technical Skills Websphere No
Additional Skills: Extremely customer focused, punctual, ability to demonstrate sense of urgency on critical matters, accountable.