Technical Support Analyst - DIRECT HIRE - Intellectual Capitol

***Position is 100% Onsite in Greenville, SC***

Position Summary:
The Technology Support Specialist serves as the primary IT contact for agency business application owners, enhancing service quality and minimizing service costs.

Position Responsibilities - Essential

• Serve as the primary IT liaison with agency business application owners.
• Improve the overall quality of service while reducing costs.
• Translate business requirements into cost-effective technology solutions.
• Report operational achievements and progress to senior IT management regularly, including statistical analysis and action plans.
• Maintain continuous improvement in support processes, customer satisfaction, and the application of monitoring and optimization tools.
• Document procedures for product deployment to ensure future deployments are repeatable and successful.
• Collaborate with business partners to identify process improvements and leverage technology for automation and streamlining.
• Adhere to best practices and established processes for the analysis, design, testing, and implementation of new or modified applications.
• Provide superior customer service while managing relationships with end-users, business leaders, partners, and vendors.
• Perform functional acceptance testing to ensure development deliverables meet business and functional requirements.
• Participate in release planning activities.
• Identify opportunities for service quality and efficiency improvements and develop strategies for cost-effectiveness.
• Lead varying-sized initiatives to support business and IT functions using formal project management methodologies.
• Communicate project status, manage risks, and escalate issues as necessary.
• Manage projects, including internal and external resources, timelines, and tasks, to ensure completion on time and within budget.
• Build application and technology maturity models to facilitate adoption and guide organizational progress.

Position Responsibilities - Indicators:

• Ensure the application portfolio is available, reliable, functioning as designed, and secure.
• Maintain customer satisfaction with the Technology Support Specialist's business leadership and effectiveness in providing solutions cost-effectively.
• Demonstrate professionalism through work habits and attitude toward clients, teammates, and leadership.

Essential Duties Breakdown:

• Primary IT Liaison
  • Serve as the primary IT contact for agency business application owners.
  • Communicate effectively with business partners to understand their needs and provide appropriate solutions.
• Service Quality Improvement
  • Improve overall quality of service while reducing cost.
  • Maintain continuous improvement in support processes, customer satisfaction, and the application of monitoring and optimization tools.
• Technology Solutions
  • Translate business requirements into cost-effective technology solutions.
  • Document deployment procedures to ensure future deployments and redeployments are repeatable with high success rates.
• Reporting and Analysis
  • Report operational achievements and progress to senior IT management regularly, including statistical analysis and action plans.
• Customer Service
  • Provide superior customer service while managing relationships with end-users, business leaders, partners, and vendors.
  • Perform functional acceptance testing of development deliverables to verify they meet business and functional requirements.
• Project Leadership
  • Lead varying-sized initiatives to support business and IT functions using formal project management methodologies.
  • Communicate project status, manage risks, and escalate issues as necessary.
  • Manage projects including internal and external resources, timelines, and tasks to ensure all projects are completed on time and within budget.
• Process Improvement
  • Collaborate with business partners to identify process improvements and leverage technology to automate and streamline existing processes.
  • Identify opportunities for improving quality and efficiency of service and develop a strategy for improving cost-effectiveness.
• Application and Technology Maturity Models
  • Build application and technology maturity models to facilitate adoption and guide organizational progress.
  • Compliance and Best Practices
  • Adhere to best practices and established processes for the analysis, design, testing, and implementation of new or modified applications.
• Documentation
  • Document procedures for deployment of products in a manner such that future deployments and redeployments are repeatable with a high degree of success.
  • Maintain proper documentation for all tasks and projects to ensure transparency and repeatability.

Core Competencies:

• ITIL Foundation Certification
• Project Management
• Proficiency with Microsoft Office Suite
• Experience with flow-charting, pivot tables, graphs, and charts
• Ability to read and understand functional diagrams
• Experience with IT Service Desk ticketing/tracking
• Understanding of IT service-driven models
• Skilled in executive-level reporting

Essential Skills and Experience:

• 5+ years of application support experience
• High level of initiative and ownership
• Vendor management
• Excellent verbal and written communication skills
• Ability to communicate technical information to non-technical persons
• PC hardware/software experience in Microsoft Windows and iOS environments
• Ability to translate application business requirements into effective solutions
• Strong ability to identify areas of improvement and implement solutions
• Knowledge of client and server hardware, operating systems, and applications
• Friendly and outgoing personality
• Strong aptitude for problem-solving
• High responsiveness to customer needs
• Ability to prioritize and manage multiple tasks and responsibilities
• Ability to meet daily deadlines
• Attention to detail
• Ability to rapidly acquire and apply new knowledge

Beneficial Skills and Experience:

• Project Management
• Business Analysis
• Experience using ServiceNow
• Experience with Workday a plus