Systems Analyst

POSITION SCOPE AND ORGANIZATIONAL IMPACT

Moss's Systems Analyst will deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.

• Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.

• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.

• Perform hands-on fixes at the software level, including configuring systems and applications.

• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

• Maintain and enhance the performance of all new and existing software and applications across the organization.

• Identify and learn appropriate software applications used and supported by the organization.

• Post software updates, knowledge bases, and frequently asked questions resources on the company SharePoint to assist in problem resolution.

• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.

• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

• Provide support for the testing of new and existing software applications under development or consideration for purchase.

• Perform other related duties as assigned.

POSITION REQUIREMENTS

EDUCATION AND WORK EXPERINCE

• Bachelor's degree in computer science, information systems, or a related field is required.

• 2+ years in a similar position with experience in eliciting, analyzing, and validating business needs to design and implement best practices that optimize organizational processes.

• Hands-on knowledge and experience with enterprise and desktop applications.

• Proven experience with providing support to on-site and remote employees, troubleshooting principles, methodologies, and issue resolution techniques.

• Knowledge of programming languages and techniques.

• Experience documenting uses, tracking issues, and finding solutions.

• Demonstrated knowledge of the organization’s core business processes and operations.

• Strong project management skills, with an aptitude for both independent and collaborative work.

• Excellent written and verbal communication skills, with the ability to train diverse project teams.

• Ability to create systematic and consistent requirements specifications in both technical and user-friendly language.

• Problem-solving skills and an innovative mindset for improving construction processes and technology utilization.

PERSONAL ATTRIBUTES

• Excellent communication skills.

• Highly self-motivated and directed.

• Ability to absorb new ideas and concepts quickly.

• Good analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Ability to conduct research into software development and delivery concepts, as well as technical application issues.

• Ability to present ideas in business-friendly and user-friendly language.

• Very strong customer service orientation.

• Excellent written, oral, interpersonal, and presentational skills.

• Experience working in a team-oriented, collaborative environment.