The Senior Systems Analyst provides technical support for correctional software, analyzes client needs, improves financial systems, and manages client relationships.
Key Responsibilities:
Technical Support & Problem-Solving:
- Provide Tier 1 and Tier 2 support for correctional software systems used in correctional facilities.
- Triage, diagnose, log, and resolve software issues, system bugs, and performance concerns reported by correctional facility staff promptly.
- Assist with deployment, configuration, and upgrades of correctional software.
- Collaborate with QA and development teams to relay client feedback and reproduce bugs for resolution.
- Detect and document software bugs, system inconsistencies, and potential improvements.
- Maintain and update support documentation and knowledge base entries.
Business Analysis
- Analyze client needs and translate them into technical requirements for the development team
- Identify opportunities for process improvement within correctional facility financial systems
- Create and maintain documentation of system workflows
- Facilitate communication between clients, developers, and other stakeholders
- Support the implementation of custom financial system solutions tailored to each prison's specific requirements
Client Relationship Management
- Serve as the primary point of contact for correctional facility & business office staff experiencing system issues
- Provide training and support to facility users on software functionalities
- Assist clients with software issues, report generation, and data analysis
- Maintain positive client relationships by ensuring the timely resolution of critical software issues
- Communicate system changes and updates to clients in clear, non-technical language
- Manage support tickets, have regular client Support conference calls to deal with the open support issues with empathy, professionalism, and clear communication.
- Ensure client satisfaction by addressing pain points proactively and efficiently.
Skills and Qualifications:
- Degree in Information Technology, Computer Science, Business Administration, or related field
- Proficiency in SQL, PL/SQL, Oracle database administration, and related technologies.
- Familiarity with the Oracle product portfolio, including databases, applications, and Java.
- Demonstrated problem-solving abilities and analytical thinking
- Excellent written and verbal communication skills
- Ability to explain technical concepts to non-technical users
- Requirements gathering and documentation skills
Salary Expectation:
- $55,000 - $65,000
Top Skills
Oracle Database
Pl/Sql
SQL
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