Support Analyst bei ITA Group, Inc.

POSITION DESCRIPTION

The Channel Solutions Technology Support Analyst (SA) participates in the execution and delivery of IT systems and processes to support channel solutions, employee experience and customer solutions programs.  The SA works collaboratively with the project team in providing timely, accurate and high quality support during program operations.   The SA, under the guidance of a Business Analyst, performs the operation of programs by processing client data, troubleshooting issue and researching program requests for both internal and external customers.

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS

• Demonstrate an understanding of internal applications (i.e. PerformanceSuite Enterprise, Reporting Services, Web Catalog, Program Websites etc.)
• Collaborate with internal team members regarding web site functionality, reporting, data exchanges and program rules.
• Log issues found and provide feedback to Software Developers and Business Analysts.
• Document complete and accurate quality control procedures (QCs) that will ensure integrity of all manually and system processed data.  
• Process client data as required by program rules and system design.  Analyze and troubleshoot issues as needed.
• Extract data using pre-defined SQL Server Management Studio queries to fulfill ad-hoc reporting requests.
• Take ownership of issues by following up with internal and external customers to ensure consistent, accurate and complete resolution.
• Complete tasks from ITA Group’s Participant Care Contact Center system or other sources, treating them with appropriate priority.   
• Update ITA Group’s Participant Care Contact Center management system frequently and train Participant Care Content Center customer care specialists on program changes as needed.
• Individual execution of basic improvement tasks identified during program operations by project team members.

POSITION REQUIREMENTS

• Bachelor’s degree in Management Information Systems, Computer Science or related major preferred.
• Ability to read and comprehend business requirements and technical documents.
• Ability to use data analysis techniques to conduct system research and system testing.
• Ability to work with minimal supervision and guidance.
• Demonstrates introductory verbal, written and interpersonal skills with the ability to work in a team environment.
• Excellent organizational and time management skills.
• Execute tasks related to process improvement initiatives and enhancements identified through program operations.
• Ability to effectively use the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Visio).
• Ability to listen, understand and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred.
• Ability to work the time necessary to complete projects and/or meet deadlines.

ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.