• Troubleshoot support issues of a proprietary case management system • Utilize internal and external tools to achieve a positive outcome for our customers • Assist hosted customers in updating and maintaining their systems including add-on products to also meet federal reporting or accessibility requirements • Demonstrate the ability to adapt to an ever-changing software development life cycle including new technologies and requirements • Coordinate and provide application and database operations triage support to troubleshoot and resolve functional and performance issues encountered in production, development, and test environments • Understand specifications and basic code reading skills • Maintain quality case documentation, including formatting standards and styles • Maintain case movement expectations • Moderate guidance in own area of knowledge • Perform duties as a Project Implementation Support Lead • Identify and communicate potential issues proactively • Design, recommend, and implement procedures necessary to save, retrieve, and recover databases from hardware and software failures • Lead internal and customer calls where subject matter expertise is needed Supervisory Responsibilities· None**