Support Analyst

The Opportunity:

Edsembli is seeking a seasoned professional to join their team as a Support Analyst. You will work directly with Customers and our Client’s internal development team to resolve customer software challenges though a combination of your expert product knowledge, excellent communication skills and strong problem solving abilities.

Edsembli is a specialized software solutions vendor that provides back-office IT services (similar in scope to ERP-type services) to the K-12 education sector. It serves over 1.7-million students across North America, providing a suite of services for school administration and student information systems.

This role provides the opportunity to:

• Join a small, talented and driven Software as a Service product company
• Build a foundation for long-term career growth in a growing, entrepreneurial IT firm

Responsibilities:

• Work directly with Client end users to resolve their technical and functional issues related to using our Clients HR/Payroll and/or Accounting software
• Apply knowledge of applications to analyze and resolve software problems, isolate causes of problems and identify bugs
• Develop an expert level understanding of our Client’s ERP platform and SIS/HRP/Finance concepts so that you can engage with Client professionals and provide excellent technical and functional support
• Provide support for customer requests by logging, prioritizing, and tracking issues
• Document issues, recommending workarounds or escalating, working with Development Team for a resolution
• Provide excellent customer service to Clients and maintain ownership of tickets/issues from filing through to completion
• Identify and document software technical bugs, and perform a smooth handoff to the development team for maintenance coding/resolution.  Manage Application Support Analysts across the Integrated Finance, Human Resource/Payroll and Student Information Systems Applications with the sponsorship of the Client

Required Qualifications:

• 2+ years of experience in technical support, working with end users to resolve their problems for either a complex technical service or software application
• Intermediate to strong level of understanding of software concepts
• Excellent verbal and written English communications skills
• Strong analytical and problem-solving skills
• Proficiency working with Windows Operating System and Microsoft Office Applications Suite (Outlook, Word, Excel)
• Experience with/knowledge of Human Resources, Payroll or Finance software applications and/or related business processes would be an asset
• Working knowledge of MS SQL Server Reporting Services (SSRS) and/or comparable SQL-compliant Reporting Tools.  SQL database scripting also a strong positive
• Prior experience working in a software application support environment.  It is particularly beneficial if that candidate has experience on .Net native Web applications, running on windows 7/8, with SQL Server 2008/2012, Windows Server 2008/2012 and Active Directory
• Relevant technical certifications, such as ITIL or other qualifications would be a strong asset

The Company: 

Edsembli has a long history of providing school boards and districts with productive and cost-effective enterprise technology. With offerings that include Student Information Systems (SIS) as well as Human Resources & Payroll (HRP), and Finance (FIN) modules, the company delivers a complete back office IT solution to schools as they seek to access and share information, deliver efficiencies and make better administrative decisions.

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