Saint Petersburg, FL 33716
The Reserves Network is a full service staffing firm specializing in light industrial, manufacturing, and office placement. We are currently seeking a Bilingual (Spanish/English) System Support Analyst for our client located in St. Petersburg, FL. This individual will provides systems, operational and client support by assisting with troubling shooting of reported internal and/or external system issues. The configuration, support and implementation of new or existing products/ processes/ accounts. The position may also be responsible for processing and troubleshooting incoming and outgoing data interfaces.
Competitive pay based on experience ($23.00-$25.00/hr)
Medical, Dental, and Vision Insurance.
401k plan for tenured associates.
Full time employment with overtime opportunity.
Opportunity for permanent employment after contract hours.
Weekly pay with direct deposit.
Uncapped referral bonuses for our employees.
Provide technical and operational support.
Support the intake and documentation of all VPS production related issues.
Able to quickly triage, analyze and document production issues.
Support both internal and external end-user applications.
Support global applications.
Identify short term work around and long term solutions.
Demonstrate advanced knowledge in computer systems in general
Expertise knowledge of the Software development Life Cycle
Troubleshoot functionality across applications and workflows.
Ability to perform root / cause analysis, draw conclusions from troubleshooting results and make recommendations.
Configure, update and test rate files/system tables.
Reconcile input and output totals for interface cycles processed to account totals and review output reports to locate and resolve discrepancies.
Communicate effectively, both written and verbally.
Facilitate communication with impacted parties of reported issue status, proposed resolution, and resolution timeline and targeted release.
Proactively document and maintain production issues. (HPSD, Cherwell)
Assist the QA team with identifying UAT steps. (HPQC, TFS, MTM)
Proactively manage and hold weekly production ticket meetings.
Proactively create, manage and update departmental documentation.
Identify flaws, errors, and issues with application functionality, flow and/or program changes.
Research, document, report, and communicate any production issues with functionality, flow and/or program changes.
Produce deliverables on time, within targeted estimates and without error.
Timely troubleshooting and documentation.
Work with on-shore and off-shore developers and technical support staff to identify and resolve problems.
Document time spent in each support area weekly. (PPM)
Gather and share knowledge across the team.
High School Diploma or GED required.
Minimum 2 years of experience in system troubleshooting.
Minimum 2 years of experience in software testing.
Minimum 2 years of experience in system configurations.
Bilingual in English and Spanish
Self-motivated and self-learner with little guidance.
A good understanding of vehicle service plans, insurance or similar products.
Ability to facilitate meetings and send status reports to management
Proficient with Outlook, Word, Excel and Power Point.
Knowledge and a demonstrated ability to quickly learn a variety of applications including web apps, mainframe, incident tracking tools.
Excellent oral, written, and presentation skills to effectively communicate technical information to all levels of internal and external personnel.
Ability to work within tight time constraints on low to high risk complex production issues.
Ability to collect, organize and process complex data and information from multiple sources, verify its accuracy, and effectively develop alternatives and logical relationships.
Ability to plan daily work activities in effective way to maintain a high level of personal productivity.
Ability to think conceptually and innovatively.
Ability to deal with ambiguity and the corresponding ability to quickly provide sound decisions and recommendations with less than complete information.
Ability to observe, interpret and document workflow processes.
Ability to prioritize, organize, and work independently or as part of a project team to complete multiple tasks.
Ability to analyze problems and provide solutions.
Work extra hours as needed which may include some weekends.
Associate degree with an emphasis on Computer Science, Engineering, Mathematics, or Statistics is preferred.
Trilingual: English and Spanish or Portuguese.
Knowledge of VSC processes (product, actuarial, financial, reporting, claims, etc.) is preferred.
Working knowledge of Automation Tools, Defect tracking tools, Version Control tools, file transfer tools.
Experience with HPQC for manual and automated regression testing.
Ability to Write SQL code as part of data setup, as well as to verify test results in manual and automated testing.