Operations Support Analyst


Tyler has been recognized seven times since 2007 as one of the Best Places to Work in Maine. In 2014, Tyler placed fifth in the large employer category (250 or more employees).

Operations Support Analyst

The Support Operations Analyst is responsible for driving operational efficiency and effectiveness in the Support Services Department.

Location

Yarmouth, Maine

Responsibilities

  • Periodic business metrics and ad hoc report generation.
  • Product administration for internal support tools.
  • Design, develop and implement special projects based on business needs.
  • Design, implement and monitor quality control measures.
  • Define and facilitate change management in business policies, procedures ad support systems through documentation and training.
  • Partner with User Experience and management to improve service tools and procedures.
  • Partner with Client System Administrator for the support virtual server.
  • Participate in recurring meetings with management team to discuss operational improvements.
  • Perform other job-related duties and responsibilities as assigned.

Qualifications

  • BS/BA degree in related field or equivalent experience is required.
  • Experience with SQL Server databases, advanced SQL knowledge, and the ability to generate reports from SQL data are all required.
  • Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner is required.
  • Scripting and programming skills highly desired.
  • Knowledge of support center operations is preferred.
  • Support industry certifications such as HDI, SSPA, and ITIL is a plus.
  • Knowledge of Automated Call Distribution (ACD) and incident management systems is preferred.
  • Experience with Zeacom, ShoreTel, Bomgar, GoToAssist, Atlasian JIRA and Confluence, and Microsoft Dynamics CRM and O365 is a plus.
  • Expanded Microsoft PowerPoint & Excel knowledge is required.
  • Excellent analytical, communication and customer service skills is required.
  • Basic flowcharting skills is required.
  • Must be task oriented with a focus on getting results quickly and on time.
  • Ability to multi-task, work as part of a team, and develop and train staff.
  • Prior Customer Service experience preferred.

Apply Online
Requisition Number: 45-18-039

 

 

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