Support Analyst

Primary Responsibilities:

• Provide

  Level I application support

  for Anthology Software
• Use

  SQL

  to create queries and troubleshoot

  stored procedures

• Utilize

  SQL Profiler

  to identify root causes of issues
• Escalate cases to Development or

  Level II/Level III Analysts

  as needed
• Document issues and resolutions for future reference
• Follow up on escalated issues for resolution and proper documentation
• Demonstrate knowledge of

  business practices

  and

  Higher Education workflows

  , especially student life cycle management
• Communicate effectively with customers in

  non-technical

  and

  courteous

  language regarding reports and data
• Collaborate with team members across

  multiple global locations

Required Skills/Qualifications:

• Bachelor's degree

  or higher in Computer Science or related field

• Excellent listening skills

  to accurately understand customer-reported problems
• Strong

  troubleshooting

  capabilities
• Excellent

  verbal and written communication skills

• Strong

  analytical and organizational

  skills
• Knowledge of

  Windows technologies

• Experience with

  Microsoft SQL Server

  and

  database programming

• Experience working in both

  large and small team environments

• Fluency in

  written and spoken English