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