• Triage and resolve trouble tickets related to technical difficulties with various web-based applications.
• Provide technical expertise to ensure applications meet business requirements.
• Analyze current business processes and suggest improvements.
• Be the liaison between the end user and production support/IT teams, reporting any problems, updating and closing of open issues from Trouble Ticket systems, and participating in the testing of new enhancements to ensure they meet end user expectations.
• Verify with the end user that the issue has been resolved and update trouble tickets and Chatter Posts accordingly.
• Monitor #Help Chatter Posts to ensure all posts are closed out quickly.
• Actively contribute to ongoing process improvement via ISO Process.
• Perform other duties or special projects as assigned.
• Ability to complete multiple simultaneous projects in a timely manner.
• Provide advanced technical troubleshooting and analysis methods to assist Tier I personnel solve basic technical problems.
• Confirm the validity of the reported problems and seek known solutions related to these more complex issues.
• Provide monthly tip sheets to top volume branches and training department to improve training.