Information Systems Support Analyst
Beacon Hill Staffing Group, LLC

Job Info

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DUTIES AND RESPONSIBILITIES

System Maintenance and Production Support

• Advanced technical product support of COTS and internally developed applications. Includes applications used by internal staff (Finance, Purchasing, Collaboration platforms, etc.) and external, customer facing B2C applications
• Uses incident management system (ServiceNow) as basis for assignment of problems and issues, providing technical support, diagnostics, and other actions from initial report of issue through resolution

• Engage with internal teams and product vendors to identify, troubleshoot, and resolve core issues across our application inventory. Activities include configuration and troubleshooting of mobile and other applications (chatbot, workflows, service catalogues)

• Assists in the review, testing and implementation of new application features, system upgrades and patches across application catalog. Includes development of test cases and plans for regression, functional, and user acceptance testing phases

• Work in low code environment to develop and support application features to include creation and maintenance of workflows, chatbot, and other components

• Assist in establishing utilization and other KPIs to measure application/service usage
• Collaborates with functional and technical staff to coordinate application of upgrades and fixes
• Recommends solutions or alternate methods to meet requirements
• Documents and communicates processes and results

Projects/Process Improvement

• Identifies and understands issues, problems, and opportunities
• Compares data from different sources to draw actionable conclusions
• Takes action that is consistent with available facts, constraints and probable consequences and uses this data to build project plans and ensure adherence to schedule and other specifications
• Utilizes interpersonal skills when working with various customers and peers to accomplish project goals
• Understands and uses qualitative and quantitative measurements and data collection design principles

Training

• Develops user procedures and documentation
• Trains new system users

Individual Development

• Maintains awareness of current technology trends with a focus on product and service development, delivery and support, and applying key technologies
• Examines and leverages trends in information systems technology
• Participates in user group meetings and conferences as required
• Develops and supports strong relationships with internal support teams and external vendors.

Systems and Standards

• Adheres to all company policies, procedures, and business ethics codes
• Controls expenses to meet budget guidelines
• Maintains a clean, neat work environment
• Completes all tasks in a timely manner as instructed by the VP, HR Services
• Cooperates with senior management and coworkers to ensure that services can be adequately maintained to meet the needs of internal and external customers
• Treats clients and associates with courtesy, respect, and dignity
• Maintains strict confidentiality related to company and client information

Safety and Risk Management

• Understands and follows safety and security procedures
• Practices preventative safety procedures as set forth by Towne Park
• Reports all accidents and incidents to the VP, HR Services immediately

KNOWLEDGE, SKILLS & ABILITIES

• • Ability to function in a matrixed environment, taking direction and input from various staff.
  • Ability to plan, coordinate, and execute actions within a broad landscape of operational systems, to include COTS and internally developed applications.
  • Understanding of Project Management tools and techniques.
  • Ability to solicit and document business requirements, develop process and data flow diagrams, and related artifacts.
  • Familiarity with structured testing of computer applications and systems, to include functional and regression testing
  • Ability to plan, set priorities, and manage workload, at times under pressure to meet deadlines
  • Ability to access and analyze data via SQL and other tools
  • Ability to research information and analyze data to arrive at valid conclusions, recommendations, and plans of action
  • Thorough knowledge of MS Access, Excel, Word, and PowerPoint.
  • Familiarity with traditional back-office applications (Workday, Great Plains) as well as mobile technologies used for collaboration
  • Understanding of data analytics and analysis
  • Effective organizational and interpersonal skills
  • Familiarity with Agile development methodology
  • QUALIFICATIONS
  • Bachelor's degree in Information Systems, Computer Science, or similar field of study or equivalent combination of education, certification, and experience
  • Five years of experience in a similar role
  • Ability to work with Vendors as necessary to resolve technical and other issues
  • Solid understanding of typical SDLC and exposure to all aspects (Requirements, Design, Development, Implementation, and Support).

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com.

We look forward to working with you.

Beacon Hill. Employing the Future™

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