Acumen Fiscal Agent
Acumen Fiscal Agent provides fiscal management services for self-directed populations in the U.S.
Application Support Analyst I
Support EngineerSupport EngineerFull TimeRemoteTeam 51-200Since 1995H1B No SponsorCompany SiteLinkedIn
Location
Arizona
Posted
27 days ago
Salary
Not specified
3 yrs expEnglishCyber Security
Job Description
• The primary responsibility of the Applications Support Analyst (ASA-I) is liaison between the business and technical resources by ensuring the availability of applications for internal and external users.
• Fulfill service requests and identify and coordinate incidents through resolution.
• Coordinate customer communications.
• Receive, assess, route and categorize customer reported issues and requests using DCI's ticketing and issue management tools.
• Troubleshoot and resolve customer issues.
• Coordinate efforts with appropriate assignees when needed.
• Track and manage issues and requests through resolution.
• Test and replicate defects reported. Test and confirm resolution.
• Communicate issue progress, workarounds, resolution and other follow-up activities with customers.
• Provide data and reporting to DCI team members upon request.
• Participate in cross functional meetings for open issues; assist in prioritization as it relates to severity and impact of issues.
• Identify opportunities for system and process improvements.
• Assist in process development and enhancement in accordance with ITIL best practices.
• Participate in creation and maintenance of systems and technical documentation.
• ALL DCI employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly.
Job Requirements
- __**REQUIRED SKILLS AND QUALIFICATIONS**__
- MINIMUM QUALIFICATIONS**
- 3+ years of work experience in Application/Software Support in SAAS environment
- Advanced written and verbal communication skills
- Strong mathematical, problem solving and analytical skills
- Experience with ticketing systems Zendesk and JIRA
- __**COMMUNICATION SKILLS**__
- Communicate effectively in group or individual situations in order to clarify needs and instructions
- Communicate professional and respectfully with internal/external clients and co-workers
- Read and interpret written information and procedural documentation
- Communicate effectively verbally and in writing using accurate grammatical form
- Maintain confidentiality
- __**RESPONSIBILITIES AS A TEAM MEMBER**__
- Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
- Demonstrates excellence in work standards, is tenacious in completing tasks
- Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
- Works well with other team members and departments
- Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
- Requests support from team with ample time to accommodate the support request in order to meet deadlines
- Ensures effectiveness in processes to achieve/seek best practice
- Follow-up assignments will be completed and communicated as agreed
- __**EQUIPMENT NORMALLY USED**__
- Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines
- May use other office equipment as needed
- __**PHYSICAL AND MENTAL DEMANDS**__
- The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without accommodation.*
- The employee must be able to sit for extended periods of time entering data into multiple systems
- The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper
- The employee may be required to answer the phone as well as respond to team members and internal customers
- The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes
- The employee is frequently required to stand, walk, and talk for an hour or more
- Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus
- Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines
- Air and or ground travel upon demand
Benefits
- ♥️What's in It for You?**
- 16 paid holidays, including your birthday!** We believe celebrating you is just as important as the work you do.
- Paid Time Off and Paid Sick Time
- Employee Recognition Program
- Employee Assistance Program
- Referral Program, get extra rewards for referring your friends to work with Acumen!
- Paid Parental Leave
- Be a part of a mission driven culture where you can make a real impact
- Medical, Dental & Vision coverage
- 401(k) with company match
- Voluntary benefits, including Pet Insurance
