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S&ME · 1 month ago

Systems Analyst - Service Line Software Support Specialist

Raleigh, NC

Full-time

Onsite

Senior Level

5+ years exp

S&ME, Inc. is looking for a motivated and passionate Service Line Software Support Specialist to join their Business Solutions team. The role involves providing technical support for software applications, collaborating with various teams to troubleshoot issues, and delivering training to users.

Civil EngineeringConsulting

No H1B

Responsibilities

Respond to internal inquiries via email, phone, and Teams chat, providing expert-level support for software-related issues ranging from installation errors to advanced modeling challenges

Work with software vendors to identify innovative solutions, optimize existing tools, and streamline workflows to improve efficiency and reduce costs

Maintain detailed records of support cases and solutions, and create user-friendly documentation including FAQs, tutorials, and knowledge base articles

Deliver remote and on-site training sessions and webinars to educate users on software features, best practices, and workflow integration

Partner with IT and Business Solutions teams to relay user feedback, report bugs, and recommend enhancements for future software releases

Qualification

ExcelMicrosoft SQL ServerBentley productsAutodesk Civil 3DTechnical supportScripting knowledgeTraining experienceCommunication skillsCollaboration skills

Required

A Bachelor's degree in computer science, information systems, or a related field, or equivalent combination of education and experience

A minimum of 5 years of experience

Experience with Excel, Microsoft SQL Server, Bentley (Seequent) products (e.g., OpenGround Cloud, gINT), Autodesk Civil 3D, Metafield, KeyLab, XML, and other geotechnical/construction data formats

Strong verbal and written communication skills with the ability to explain complex concepts to diverse audiences; multilingual abilities and a client-focused mindset are a plus

A methodical approach to troubleshooting, with a track record of launching and sustaining collaborative initiatives and delivering user-centered solutions

Background in technical support, training, or software implementation, ideally within geotechnical engineering, construction services, or civil design environments

Comfortable with Windows OS and general technology; scripting knowledge (e.g., PowerShell, Python, VBA, MATLAB) and certifications (e.g., ITIL, CompTIA) are beneficial