Job Description :

Position: Support Analyst

Location: Richardson, TX


Job Description: 

Mandatory skills:  Java, Unix/Linux, PL/SQL Production Support Experience

Good to have skills:  Healthcare/Pharmacy Benefit Knowledge


The position requires off hours coverage that may fall outside of the normal primary or secondary support rotation.


In this support role, one will be expected to:

- possess problem solving and analytical skills that will help triage production support incidents and provide timely resolution.

- perform ITIL functions including but not limited to Incident, Change and Problem Management for supported applications.

- perform incident trend analysis and defect elimination planning.

- conduct Root Cause Analysis (RCA) for high priority incidents/issues.

- Act as the primary support liaison with 3rd party vendors.

- maintain the application patching updates and vulnerability remediation.

- maintain support documentation.


Required Qualifications

- 5+ years’ experience working within a large call center operations infrastructure team.

- Strong knowledge in any one of the major IVR platforms like Nuance, Avaya, Cisco. Nuance Voice Platform (NVP) is highly preferred.

- Good understanding of Telephony protocols like SIP, VOIP etc.

- Minimum 3 years working experience with Windows applications and Windows Operating Systems (OS).

- Experience with Unix/Linux OS.

- Experience with SQL queries.

- Strong written and verbal communication skills and ability to interface effectively with team members, or IT groups and business users is required.



Bachelor’s degree in Computer Science or Information Technology. Will consider High School Diploma in closely related technical field plus years of work experience in lieu of Bachelor’s Degree.


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