Sr Analyst, Applications Support

ViaPath Technologies is seeking an intermediate skilled candidate with technical expertise who is committed to providing exceptional customer service and support. The OMS Applications Sr Analyst provides frontline support for OMS applications. The OMS Application Sr Analyst is responsible for replying to application support requests, creating necessary documentation, collaborating with vendors and team members. The ideal candidate is customer oriented, cheerful, motivated, analytical, and passionate about software, technology, networking, and serving our customers in an efficient and timely manner. The OMS Application Support team members should take pride in delivering high-quality work, be self-motivated and self-initiating, and thrive in a demanding environment. Candidates should be open to constantly learning new things. This role requires a willingness to work shift work and be available for assigned on-call time other then your currently designated shift.

This is a hybrid based role located at one of the following ViaPath offices - Dallas, TX or Pittsburgh, PA.

Responsibilities
• Respond to customer application support tickets, incidents, and configuration questions and assist in troubleshooting and resolving technical issues ensuring excellent customer service
• Troubleshoot and resolve moderate communication issues between the OMS application and a variety of systems, to include both internal and third-party applications
• Resolve issues with hardware peripherals that communicate with the OMS application such as barcode scanners, printers, document scanners, and other appliances
• Rapidly respond to and resolve application outages
• Resolve application errors in a Java, Wildfly/JBOSS environment
• Identify application configuration and environmental factors that negatively impact the OMS performance and/or functionality
• Use moderately complex queries to review data stored in MS SQL and Oracle environments to resolve customer issues
• Connect to customer on premise environments using a variety of VPN and remote desktop technologies
• Communicate clearly and directly with customers via phone, email, and ViaPath’s customer support management application
• Accurately and completely document work in ViaPath’s customer support management application
• Contribute to technical knowledge base and other internal documents
• Report potential defects to internal stakeholders
• Reassign customers issues to internal experts when necessary
• Review product release notes of every GA product release and become familiar with new features and bug fixes
• Provide on call support for 24/7 coverage as part of a rotation
• Travel to customer sites when directed
• Other duties as assigned

Qualifications
Bachelor’s degree or higher in Information Technology, Computer Science or related field, or a minimum of 6 years related job experience in lieu of a degree
A minimum of 5 years of experience in a technical support or application support role
Moderate understanding of industry standard software, peripherals, and network communication including but not limited to
Microsoft Office
Web Browsers
Remote connectivity tools
Printers, barcode scanners, signature pads and other hardware devices
A minimum of 3 years experience with the following
Troubleshooting technologies using JAVA, Wildfly/JBOSS and similar web technologies
PC and Server operating system setup, support, and maintenance
Microsoft server setup, management, and repair
Backup software setup and management
Network design, setup, and maintenance
Antivirus software setup, management
Oracle and MS SQL setup, backups, recovery, and maintenance
Data extraction and research in Oracle and MS SQL environments
Building, modifying, and troubleshooting simple database triggers and stored procedures
Excellent verbal and written communication skills
Strong problem-solving skills and a willingness to learn
Time management skills and the ability to deliver results quickly while maintaining customer satisfaction is required
Ability to work independently while part of a team in a demanding environment
Experience supporting software in corrections is desired
Experience support multiple, diverse software applications is desired
Experience supporting or working with accounting applications is desired