Associate Technical Support Analyst

WVU; Morgantown (WV); On-site; USD 50,000 - 70,000; Full time

Job summary

A public research university in Morgantown seeks an Analyst to work closely with customers to identify and report application issues. The role involves mentoring and supporting other employees in addition to providing first and second level support for Enterprise applications like Workday and ServiceNow. Candidates should have strong problem-solving skills and effective communication abilities. The position requires accepting on-call duties and maintaining a positive customer service standard.

Qualifications

• Ability to identify and report issues with applications.
• Experience with mentoring and training.
• Proficiency in using Enterprise applications.

Responsibilities

• Work with customers to resolve application issues.
• Participate in departmental and project teams.
• Accept on-call duties as per department policy.

Skills

Customer service

Problem-solving

Workday proficiency

Mentoring

Communication

Tools

ServiceNow

Workday

Job description

**MINIMUM QUALIFICATIONS:****CORE DUTIES AND RESPONSIBILITIES:** The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.· Analyst must be able to work with our customers to identify and report issues with applications. · Performs the following core duties participate in mentoring, training, and development of other employees. · Balances team and individual responsibilities. · Routinely performs the following duties, works with the problem tracking system to monitor network problems. · Analyst must be able to work with our customers to identify and report issues with applications. · Apprises status, schedule variances, and outstanding issues with team members and project managers manages workload and balances quality of work with deadlines. · Completes proper documentation of work tasks per policy. · Suggests ways to better accomplish assigned tasks. · Participate in departmental and project teams as requested in a support role and report all relevant information and/or notes back to the rest of the team. · Ability to test, troubleshoot and work independently to resolve both customer and executive issues or problems. 11. On-Call Responsibilities: · Accepts on-call duties and responds with action, either by phone or on-site, as defined by department policy. · Ascertains daily order requirements through Workday recommendations, physical counts, receiving inventory and personal observation. · Maintains proficiency in the use of Enterprise applications, including but not limited to Workday and ServiceNow. · Maintains necessary accounting knowledge and coordination needed to assure that all necessary financial matters are handled appropriately (perpetual inventory reconciliation, Workday interface, manual billings, etc.) 18. Provides first level and basic second level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly). **PHYSICAL REQUIREMENTS:** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.