Product Support Analyst

　　Scottsdale, Arizona

　　Hybrid

　　Contract

　　$28/hr - $30/hr

　　Our client is seeking a Product Support Analyst I to interact with end-users and external vendors by providing troubleshooting and software application analysis. This is a long-term contract (11 months) with a hybrid schedule in Scottsdale, AZ.

　　The Product Support Analyst I addresses escalated issues and questions, which pertain to currently supported applications and software and is responsible for analyzing, troubleshooting, and evaluating technology issues.

　　Required Skills & Experience

　　This position requires an associate degree in Computer Science, Information Technology, IT Engineering or related field or equivalent work experience.

　　This position requires a minimum of one year IT support experience or eighteen months working with Company business applications and hardware experience

　　Proven ability to learn various forms of technology and software quickly and accurately

　　Advance technical knowledge of a wide range of computer systems software, applications, hardware, networking, and communications including but not limited to – Mulesoft (APIs), Enterprise Service Bus middleware, SAP ECC, SAP OMS, Hybris website, POS systems, Salesforce, Payment systems, Mobile Applications, Device Configuration, AWS Cloud environments, iSeries, scheduling tools etc.

　　Ability to review and understand large enterprise landscape diagrams

　　Ability to review and understand business functions and process flows

　　Excellent verbal and written communication skills including the ability to create organized and informative reports, as well as comprehensive, accurate documentation

　　Strong interpersonal skills and the ability to work effectively with a diverse audience

　　Ability to work well with others

　　Customer service focused with exceptional follow-up and attention to detail

　　Assertive, resourceful self-starter with exceptional analytical and troubleshooting skills; can understand and express appropriate levels of urgency

　　Position requires advanced technical, analytical, and critical thinking skills, including, but not limited to, attention to detail, analysis, troubleshooting, and problem solving

　　Can work independently and demonstrated time management skills

　　Ability to work well under pressure and with deadlines

　　Strong ability to both multi-task and manage priorities

　　Ability to participate in multiple projects simultaneously while adhering to tight schedules

　　Excellent organizational skills

　　Maintains confidentiality, when necessary, and treats the work community with respect

　　Has a can-do attitude and the ability to adjust to changing requirements in a fast-paced environment

　　Daily Responsibilities

　　Performs advanced technological systems support and general problem solving and assistance on diverse software applications and hardware systems for escalated inquiries or issues

　　Work closely with Product and Project teams to gain understanding of and provide support for critical business applications

　　Support all project and enhancements initiatives to ensure operational readiness at go-live

　　Serve as the technical liaison between multiple development teams, user communities, and customers

　　Provide individual and/or group instruction and training for Level 1 and other support teams on new products or services being rolled out to the enterprise

　　Support and troubleshooting on the following: mobile apps, Cloud environments (I.e. AWS), store systems, desktop apps, Wi-Fi, Middleware, Website, iSeries, SAP, enterprise scheduling tools along with any future apps introduced to the enterprise

　　Participates in research and development initiatives and aids in the implementation of new technologies ensuring operational readiness for support

　　Develop innovative ideas to promote efficiencies and implement automation applied to systems and technology

　　Contribute to and maintain a knowledge base of previous support issues and tickets

　　Create or review instructional documents and knowledge articles for business applications and processes

　　Identify new or modified training opportunities for support of future implementations of new software, hardware, or apps

　　Review and reporting on health of team metrics

　　Answer and handle after-hour calls to include weekends and holidays to provide support or troubleshoot application and database issues on a rotating schedule

　　Compete work in a timely and accurate manner while providing exceptional customer service

　　Collaboration with other departmental personnel to ensure a “team effort” working well and diligently with them and providing prompt customer service

　　Follow ITIL processes and procedures

　　Other duties as assigned

　　You will receive the following benefits:

　　Medical Insurance - Four medical plans to choose from for you and your family

　　Dental & Orthodontia Benefits

　　Vision Benefits

　　Health Savings Account (HSA)

　　Health and Dependent Care Flexible Spending Accounts

　　Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

　　Hospital Indemnity Insurance

　　401(k) including match with pre and post-tax options

　　Paid Sick Time Leave

　　Legal and Identity Protection Plans

　　Pre-tax Commuter Benefit

　　529 College Saver Plan

　　Motion Recruitment Partners is an Equal Opportunity Employer, including disability/vets. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.

　　Posted by: Annette Cheatham

　　Motion Recruitment Partners is an Equal Opportunity Employer, including EOE Protected Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment background screening including a criminal check. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.