Software Support Analyst Job Description
Software support analyst
provides quality, timely and accurate LIMS, ELN, configuration and support, including daily technical support to LIMS users.
Software Support Analyst Duties & Responsibilities
To write an effective software support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included software support analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Developing and maintaining effective relationships with clients, colleagues, third-party vendor support teams and other stakeholders
Partnering with cross functional/Shared Services Team (Infrastructure, IMC, DB, Network, TAM, ) to implement required support and procedures
Interacting with Customer Care tSoftware Operations Support Analysto provide timely feedback on outage resolution
Documentation and analysis of current and future processes/systems and troubleshooting application issues, including L1/2 triage of Operating systems (Windows server, Linux), Network
Working with fellow team members to ensure that creative problem solving methodologies and techniques are used
Use insight and careful investigation techniques to discover the true nature of a problem when the customer is unable to provide clear information
Track user feedback on the customer’s web-based geospatial application
Analyze user feedback to determine if a DR or enhancement is required
Monitor progress of software enhancements as they move through the AGILE process
Understanding of client business processes to handle problem recognition, research, isolation, resolution and follow-up for unique user problems
Software Support Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Software Support Analyst
List any licenses or certifications required by the position: MCSE, SQL, CCNA, CCNP, MCP, SSL, SCCM, MS, ITIL
Education for Software Support Analyst
Typically a job would require a certain level of education.
Employers hiring for the software support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Education, Engineering, Business, Graduate, Communication, Associates, Information Technology, Science
Skills for Software Support Analyst
Desired skills for software support analyst include:
Tyler products
Company policies
Contract specifications
Established guidelines
Problem management tools and procedures
Support processes
ELN and LIMS
Application Server products
Oracle RDBMS
Accounting principles
Desired experience for software support analyst includes:
Strong background in automation using Java or other object-oriented programming language
Experience using open source tools such as Nagios for system monitoring
Able to read and understand programming languages such as Envision, .NET, SQL, Java, C, C++, Visual Basic, and/or HTML is required
Excellent technical skills are required
Work in accordance with Quality System, Corporate and Departmental policies and procedures at all times
Significant experience analyzing system logs, event logs, crash dumps, SQL Trace files
Software Support Analyst Examples
1
Software Support Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking for a software support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for software support analyst
- Should be able to handle high/critical incidents and perform in-depth root-cause analysis to resolve problems of a technical nature, by reviewing error messages, log files, scripts, queries, monitoring utilities, application run books, support documentation and engaging with appropriate vendor and IT teams
- Provide on-call off hours support on an as needed basis
- Respond to inquiries through e-mail, phone and internet
- Provides expertise in the clients’ business and in the industry where the client belongs
- Responsible for the analysis and definition of the business and system requirements, recommends solutions to improve the clients’ business
- Communicates the business requirements and recommended solutions clearly to the development lead/SA
- Participates in the development of solutions and ensures that solutions and other deliverables satisfy the business requirements
- Creates technical documentation and functional user documentation
- Develops comprehensive test plans for system implementations
- Performs unit and comprehensive testing with system developers for overall quality assurance of functional and technical quality of deliverables
Qualifications for software support analyst
- Five (5+) years of experience with software testing
- Knowledge of full system development life cycles
- 3rd level degree (business/technical)
- Expertise on any of the Middleware servers like Weblogic, Websphere, JBoss
- Must have strong/proven analytical and troubleshooting skills to effectively address functional and technical issues
- Exposure to of the following
2
Software Support Analyst Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of software support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for software support analyst
- Tracks the project status and communicates status to project manager or lead consultant or to client as appropriate
- Ensures that accomplishments and work hours are accurately accounted for in Extensity (or equivalent timesheet tool) and in weekly status reports
- Manages the business and system requirements of the clients, ensures that these needs are satisfied in all system and system-related deliverables
- Reviews deliverables/output
- Ensures conformance to defined standards and processes
- Leads or assists in defining standards and processes to be followed to ensure quality in undertaking tasks and producing deliverables
- Assist in developing standardized work processes, tools, and methodologies that improve quality and profitability
- Where possible and covered by the service contract, you develop a solution for the customer and ensure that it is implemented correctly
- Provide 2nd Tier client and publisher support on all solutions/products
- Provide internal support for company employees on all solutions / products
Qualifications for software support analyst
- Experience in working with high performance or distributed computing Microsoft HPC or DataSynapse
- 3+ years of experience in a software support analyst or Episys back office/front office support role
- Episys front and/or back office experience
- Minimum of 2 years’ service experience with storage products or equivalent skill set
- Basic UNIX and/or MS Windows OS skills
- Requires 5 years' experience with radar systems software testing
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Software Support Analyst Job Description
Job Description Example
Our growing company is hiring for a software support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for software support analyst
- Provideexcellent support efforts for a public health electronic record software application
- Provide software training sessions for end users
- Responsible for the thorough testing of newly developed software and assuring quality of final deliverable
- Participate in the development and preparation of documentation for procedural, program and user documentation
- Works with clients to ensure successful system implementation
- Responsible for in-depth troubleshooting/problem determination to resolve all software issues
- Monitor related Service Desk calls and assists with resolving client service problems and disruptions
- Develop documentation that is accurate, including process flows
- Learn about the Knowledge Centred Support (KCS) methodology and other Knowledge Management (KM) principles
- Works with all levels of support to gain perspective on “day in the life of” case management and knowledge management
Qualifications for software support analyst
- 3+ years of experience in a software support analyst or a Credit Union back office/front office support role
- Good understanding of the Banner Student product (3 years), including setup of functionality and day-to-day processing
- Higher Education experience Understanding of Banner Student CAPP processing desirable
- Understanding of Banner Student Admissions and registration processes desirable
- Understanding of Banner 9 highly desirable
- Bachelor’s degree in an Information Technology related field preferred
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Software Support Analyst Job Description
Job Description Example
Our growing company is hiring for a software support analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for software support analyst
- Works to analyse and resolve complex problems in a team environment and consults co-workers and procedures to optimise problem resolution
- Assist in the design and implementation of data migration, API integrations, related to new product rollouts
- MUST have Colleague product experience (Preferred - Colleague ST, AR, Student Self-Service, eCommerce)
- Field questions from clients via phone and email
- Work with clients to pinpoint issue and find solution
- Access client servers
- For certain applications, may receive direction and instructions from other Administrative Department managers
- Mentoring new staff who join the team/department
- Provides anExtraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, ) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals
- Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues
Qualifications for software support analyst
- Familiarity with video ad serving and/or servers (Sizmek, DCLK, Atlas)
- Exhibit a strong sense to understand project priorities
- SQL database skills preferred but not required
- Bachelors degree is desired or equivalent work experience
- Three (3+) plus years of experience in a custom software (healthcare applications) support role
- Must be a SME with an in depth knowledge of Public Health application
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Software Support Analyst Job Description
Job Description Example
Our company is searching for experienced candidates for the position of software support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for software support analyst
- Assists customers in gaining the most value from their Sage products and services
- Identifies additional opportunities for Sage solutions to benefit the customer's business needs
- Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format
- Prioritizes work balancing importance from the customer perspective and operational efficiency
- Rigorously search for resolution to open tickets using all applicable internal and external resources
- Learn XiPay, XiSecure, XiIntercept and all related company services to an expert level
- Learn the processing and technical aspects of the payment processing industry to an expert level
- Assist with a variety of internal projects aimed at improving the Payment Solution experience of company clients and/or improving the efficiency of the team
- Use of the helpdesk ticketing system to log and process issues and enhancement tickets
- Provide support primarily via tickets but also email and phone support where required
Qualifications for software support analyst
- Knowledge of SQL/database query
- Ability to provide and deliver quality consultation , support and deliverable to clients
- Progressing on an undergraduate or university degree
- High level of oral and written communication skills in a formal and informal environment
- Ability to meet tight schedules and deadlines
- Ability to work effectively in teams and as an individual