Software Support Analyst

Summary

Innovative Systems, Inc. is one of the world’s most trusted providers of best-of-breed data quality and compliance solutions, expanding the Software Support team to accommodate 24/7 coverage. The Software Support Analyst will support clients using anti-terrorism and anti-money laundering software, combining technical and communication skills to resolve customer inquiries and assist with product development.

Responsibilities

• Analysis, investigation and trouble-shooting of software and system functionality, integrations, product feature-function and adoption issues
• Creation and development of SQL scripts and other custom software processes
• Collaboration with other teams and departments to assist with quicker issue identification and resolution and to provide them with customer insights that aid in development of bug fixes, new product functionality and features
• Opportunity to learn and work with cloud operations team gaining hands-on experience with Azure and scripting languages
• Perform simple product installations – providing a pathway into professional services or hosted consulting, pre-sales, engineering, product management and more!
• Write knowledge-base documentation and assist with expansion of our self-service portal and customer happiness by helping to develop of top-notch training modules and videos
• Provide insights that will be used to improve existing solutions and plan those of our next generation
• Create your career path by succeeding in the application support role and be rewarded with an opportunity to advance into the cloud operations team

Skills

• Bachelor's degree in a STEM concentration such as computer science, information systems, engineering, mathematics, science, or other related concentration
• Programming skill with one or more programming languages such as C, C++, C#, .Net, Java, JavaScript, HTML, XML and/or
• Experience with SQL databases and SQL programming language
• Highly analytic with strong problem-solving and creative thinking skills
• Willingness to be on call after hours in customer support rotation (very minimal)
• Excellent verbal and written communication skills
• Prior experience in a customer or technical support role
• Using SQL in a work environment
• Knowledge of Azure or cloud providers/operations
• Knowledge of regulatory risk and compliance
• Ability to fluently read, write and speak other languages such as: Spanish, French, German or others

Qualifications

Must Haves

• Bachelor's degree in a STEM concentration such as computer science, information systems, engineering, mathematics, science, or other related concentration
• Programming skill with one or more programming languages such as C, C++, C#, .Net, Java, JavaScript, HTML, XML and/or
• Experience with SQL databases and SQL programming language
• Highly analytic with strong problem-solving and creative thinking skills
• Willingness to be on call after hours in customer support rotation (very minimal)
• Excellent verbal and written communication skills

Nice to Haves

• Prior experience in a customer or technical support role
• Using SQL in a work environment
• Knowledge of Azure or cloud providers/operations
• Knowledge of regulatory risk and compliance
• Ability to fluently read, write and speak other languages such as: Spanish, French, German or others