Technology Analyst 2

Location: Nashville, TN

The ServiceBench Technology Analyst 2 is responsible for the technical and client user support and relationship management of ServiceBench clients. 

Summary of Essential Job Functions:

The ServiceBench Technology Analyst 2 is required to interface with ServiceBench clients via phone, e-mail, and occasionally on site at the client location.Communication may include 1st and 2nd level technical support on the use of the ServiceBench application, as well as new feature requirements or bug notifications. Technology Analyst 2 should be functionally competent and working towards functional expertise in analyzing and evaluating present and proposed procedures and data to design business aligned solutions to meet client needs. The ServiceBench Technology Analyst 2 acts as liaison to obtain, document and translate detailed specifications for specific output information requirements for the ServiceBench production platform. This includes maintaining/updating specification and product documentation.The ServiceBench Technology Analyst 2 is also responsible for validating any issues reported by the client.  Issues resulting in necessary changes are documented by the ServiceBench Technology Analyst 2.The ServiceBench Technology Analyst 2 should be able to perform occasional unit testing, on-line training for system users, as well as providing support to the ServiceBench Customer Support and Quality Assurance teams on implementation details.  The Technology Analyst 2 may also be required to create training documentation and conduct on-site client or service provider training on an as-needed basis.Builds proficiency in the application and use of tools within the department.The ServiceBench Technology Analyst 2 may also be involved in assisting Implementation Management with new projects and modules for existing or new clients. 

Minimum Requirements:

Degree in Computer Science or related field.A minimum of 2 years prior experience in a technical field.Working knowledge of internet or on-demand software.Working knowledge regarding documenting business and technical requirements.Ability to travel- domestic and internationalWork directly with clients and/or users to provide daily support of the ServiceBench application, including but not limited to troubleshooting, knowledge sharing, and defect management.Build proficiency in the application and use of tools within the departmentCreate training documentation, utilize analytics, and evaluate data to regularly, and systematically, uncover opportunities, generate actionable product insights, and track product performanceBuild strong interpersonal skills including ability to present insights and recommendations persuasively, demonstrating proficiency and confidence in dealing with our customers and people at all levels and within all functions of the organization

Skills and Qualifications:

Experience in technical and business writingStrong verbal and written presentation skillsInfluential and charismatic training styleIndividuals must be detail-orientedHave strong organizational and analytical skillsTask management drivenStrong and effective communication skills Proficient in Microsoft OfficeKnowledge of service industry is highly desirableKnowledge of Unix, SQL and web-based applications is preferred Ability to travel - domestic and international