Developing and communicating training/job aids, analyzing record discrepancies, correcting record issues, build equipment templates, writing and tracking business requirements, manage the ticket queue and driving resolution to the issues presented.
This person will provide telephone support to customers to resolve problems and develop creative solutions to unusual requests. Our customers have come to expect that the Level 2 Technical Support Engineer can discuss and understand complex issues so Rocket Software does not use entry-level help desk agents for this position.
Working with development manager, he or she will be responsible for execution of the project, including general, ongoing communications, negotiation of scope and schedule changes, key risks, issue resolution, and ongoing progress reporting.
In this role, the selected candidate will be responsible for managing all Tier 2 tickets to ensure timely resolution, and other critical processes in order to meet business system availability objectives.
In this role, you will be responsible for the end-to-end user experience from a variety of perspectives including the design and usability of internal/external interfaces and the quality of the solution being produced by the team.
Job roles include; developing and communicating training/job aids, analyzing record discrepancies, correcting record issues, build equipment templates, writing and tracking business requirements, manage the ticket queue and driving resolution to the issues presented.
Collaborate with project stakeholders (internal and external in order to define scope, collect, and manage requirements, and translate those requirements into technical and functional design specifications.
Designing litigation support processes, designing new computer programs, databases, dashboards and interfaces by analyzing requirements, constructing workflow charts and diagrams, studying system capabilities, and writing specifications.
As an Analyst, Technical Reporting you will prepare, analyze and interpret data to provide information for assigned area(s) of responsibility. In addition, you will be expected to develop executable SQL programs, new reporting, and new models to support customer needs and coach and share technical knowledge with junior members of the team.