| WHAT YOU'LL DO The Client Service & Application Support Analyst will investigate, diagnose and resolve issues originating from software applications. Other duties include participation in software releases, coordination with IT Operations to manage maintenance outages, and to manage unexpected production software/infrastructure incidents. This individual will serve a critical role within the Enterprise as the technical liaison between the software development teams, customers, and other internal technology teams. WHAT YOU'LL BRING Duties: - Primary point of contact and escalation for production related issues and requests for clients.
- Evaluates and analyzes client production issues to identify themes and recommends future process improvement and client satisfaction.
- Support the use of software applications utilized across the Enterprise
- Investigate, diagnose and resolve issues within software applications
- Define and document technical, operational and support processes
- Develop and maintain troubleshooting/how-to documents to enable other team members to share responsibilities/avoid knowledge silos
- Monitor and analyze the performance of applications and/or programs after implementation
- Develop and execute SQL/other scripts of varying complexity to solve business problems, as required
- Clearly communicate technical information to both internal and external stakeholders, both verbally and in writing
- Reduce escalation into the software development teams by solving problems
- Participate in an On-Call rotation
- Occasionally work after-hours/weekends to support the needs of the technology organization
Knowledge: - Understanding of software architecture (i.e., components, relationships, constraints)
- Excellent problem diagnosis skills (i.e., discovery, replication, troubleshooting, resolution, verification, communication and/or escalation)
- Demonstrates ability to multi-task and meet assigned deadlines within a rapidly changing environment
Ability: - Highly organized with the ability to plan and execute small-to-large projects required
- Demonstrated ability to work independently to solve business/technology problems
- Ability to develop an in-depth knowledge of company products, procedures, applications, etc.
- Ability to work directly with customers, customer technology teams, internal teams, and business partners to resolve issues
WHY IT MATTERS This role will ensure that our existing clients get the service and support needed to retain their business. It will also position the company for future growth opportunities from both our existing clients as well as new ones. EDUCATION & TRAINING Degree in Computer Science/equivalent experience preferred Minimum 1-year experience supporting both web and Windows applications required 2+ years in writing SQL required 2+ years developing and maintaining SQL scripts required Busey believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Equal Opportunity Employment is a priority for Busey and all qualified applicants will receive consideration regardless of race, color, religion, national origin, genetic information, sex (including pregnancy), age, sexual orientation, gender (including gender identity and expression), marital status, military status, veterans status, citizenship status, disability, order of protection or any other characteristic protected by applicable law or other non-merit based factors. |
