Kelmar Associates · 2 days ago

System Support Associate

Wakefield, MA

Full-time

Onsite

Entry, Mid Level

$55K/yr - $62K/yr

2+ years exp

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ConsultingInformation Technology

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Responsibilities

Gather and document requirements from current or requested client-specific processes and customizations. This may include refining and reviewing the client requested criteria with the Product Owner and Management team

Compose tickets for development using prescribed guidelines and in accordance with priorities and established timelines

Perform acceptance and regression testing on completed development work

First line of defense in all client support requests; use critical thinking skills and available tools and resources to diagnose problems and identify solutions; prioritize development requests based on needs and other factors

Communicate regular updates on all open tickets for assigned clients and projects

Train end users in the KAPS system, including assisting with periodic webinars

Analyze and recommend process workflows to clients

Work with the Training and Documentation Specialist to author and maintain system and process documentation, knowledge base, and training materials

Conduct/attend regular virtual meetings/calls with clients; occasional on-site meetings may be required

Provide status reports on open requests to clients as required

Qualification

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Technical writingMicrosoft OfficeOnline meeting platformsSelf-directed learnerProblem solvingCommunicationTime managementDecision makingPresentationOrganizationAdaptabilityTeam playerSystem SupportUnclaimed Property KnowledgeClient ManagementProblem-Solving

Required

Minimum of 2 years’ relevant work experience; previous experience in managing clients in a system support role are preferred; preference may be given to candidates with a prior working knowledge of unclaimed property

Excellent technical writing and verbal communication skills

Solid planning, time management, communication, decision making, presentation and organization skills

Advanced experience in Microsoft Office software (Excel, Word, Visio, etc.)

Comfortable using online meeting platforms (Microsoft Teams, etc.)

Comfortable in and adaptable to a fast-paced environment

Self-directed learner and independent problem solver

Must be a team player

Travel up to 15% may be required

Candidates must be legally authorized to work in the U.S without sponsorship now and in the future