JOB SUMMARY

M-F, 8am-5pm

Responsible for providing support to end-users regarding custom and third-party application performance and functionality, performing root cause analysis, and providing business process improvement recommendations and/or establish requirements for new development projects, including the responsibility of building and maintaining the business applications Knowledge Base and ensuring documentation of task resolution.

**ESSENTIAL DUTIES AND RESPONSIBILITIES
** include the following: May be modified from time to time. Other duties may be assigned.

· Required to gain specialized knowledge of Radwell International operational functions, procedures, systems, and applications. The SSA will be responsible for being the primary contact for up to two procedures, systems, and/or applications.

· Contribute to the support of our business systems. This indicates possessing a complete and thorough understanding of all modules of the applications that they are responsible for and how they relate to the system and peripheral tracking systems.

· Become knowledgeable about ongoing development projects and system changes. Help to address concerns, especially as they relate to maintainability and supportability on an ongoing basis.

· Must regularly report status to management and proactively provide updates on current projects, open issues, and support metrics.

· Contribute to an ongoing effort to document support related tasks.

· Assist IT Support as a level 3 analyst for assigned applications.

· Assist Software Services in QA testing of software bugs, releases, updates if needed.

· Communicate end-user feedback regarding assigned applications.

· Provide consistent, professional, and exceptional customer service to all end-users.

· Other tasks may also be required from time to time, at the discretion of management.

QUALIFICATIONS

It is essential that the candidate possesses or can quickly acquire the necessary knowledge of the systems that are crucial to the business:

• Prophet 21
• MS SQL Server
• Server Knowledge

**KNOWLEDGE & SKILLS REQUIRED **

• Ability to multi-task
• Ability to work in a fast-paced environment
• Strong attention to detail
• Ability to work effectively with little or no supervision
• Strong written and verbal communication skills
• Strong problem-solving abilities and root cause identification
• Interpersonal skills are a must
• Sensitive to user needs

**EDUCATION & EXPERIENCE **

· AS, AAS, BS or equivalent degree in Business or Management of Information Systems (MIS)

· Three years related experience and/or training

• Technical product knowledge preferred

**PHYSICAL DEMANDS **

· Continuous sitting and typing for extended periods.

· Occasional, reaching/working overhead, climbing or balancing, stooping, kneeling, crouching or crawling

· Lifting requirements include occasional lifting of up to 25 pounds

· Frequent walking or standing may be required at times

WORK SCHEDULE

This is a salaried position; the schedule for this position will be 8:00am-5:00pm, Monday through Friday, with one hour for lunch. Flexible availability is necessary, nights and weekends may be worked at the manager’s discretion based on current project and implementation needs, deadlines, and workload. Employee is expected to come to work on time and adhere to accepted time-off policies and roll call procedures.

Required Skills

Required Experience