Full-Time Service Desk Technical Support Analyst II

Reporting to the Senior Manager, Application Support & Operational Readiness, you will support our Partner Solutions client/member platform and associated services and systems, provide excellent customer service, and help resolve customer application issues.

Support Responsibilities:

• Research, diagnose complex software issues raised by clients/members
• Assess alert/exception conditions raised by our Operations teams.
• Develop, test, and then implement SQL queries to aid in the investigation and analysis of issues
• Examine error logs and database content to determine the cause of a problem
• Document and implement workaround solutions wherever possible
• Document steps to reproduce issue for internal and external resources
• Document processes, procedures, and technical instructions for future reference
• Create/manage production/staging support tickets

Requirements:

• Bachelor's Degree in Computer Science or related field
• 3+ years of development or technical support experience
• Experience with Salesforce including Tier 2 support for Salesforce related issues. Resolve login problems, permission errors, and data access issues. Salesforce Admin Certification
• Experience with MuleSoft including Investigating and resolving complex integration issues across systems connected with MuleSoft. Analyze logs and error messages from Anypoint Runtime Manager and external monitoring tools (e.g., Splunk, Datadog)
• Experience supporting sites using API and SDK integration
• Knowledge of Linux, PHP, HTML, JavaScript, CSS, XML, MySQL, Shell scripting
• Experience with DataDog and Splunk to analyze log data and trouble shoot issues
• Experience troubleshooting and implementing Web technologies
• Experience working with Amazon cloud technologies
• Knowledge of programming and software development concepts
• Demonstrated experience approaching a problem from different angles, analyzing pros and cons of different solutions capabilities with customers
• Ability to handle on-call activities
• ServiceNow ITSM experience

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