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Position Summary:
The primary role of the IT Quantum Support Analyst is to provide end-user/IT customer support for the company’s ERP system, Quantum Control by Component Control. The position requires a person with excellent intra-personal and customer service skills, with a spirit to help identify and provide solutions to customer issues. This position actively participates in the delivery, and support, of IT ERP-related projects and enhancements in support of the Enterprise. The IT Quantum Support Analyst will maintain relationships with the business and IT across the Enterprise. This individual must remain flexible, manage multiple priorities, and effectively collaborate across technology teams and global business units.
Duties & Responsibilities:
- Supports the company’s ERP system, Quantum Control by Component Control and its modules across multiple departments and/or business units.
- Respond to help desk tickets, telephone calls, email and personnel requests for technical support ensuring timely feedback and closure.
- Prepares and updates technical and user documentation for software programs or modules.
- Provides analysis and support for installed systems as well as system implementation and integration projects that require systems analysis, design, testing and implementation for specific modules or applications.
- Maintains knowledge of existing Quantum Control application, software and systems and is certified in the various applications, as required.
- Configures, designs, develops, or modifies applications via vendor tools or augmented tools and can validate data integrity of changes introduced.
- Resolves customer problems with software and responds to requested improvements and enhancements.
- Research requests to determine scope, size and impact.
- Works with customers to elicit requirements through a variety of techniques.
- Validates requirement information with customers to ensure completeness, correctness, and clarity.
- Validates the developed solution to ensure it satisfies the stated requirements.
- Functions as a liaison between business and technical areas during the planning process.
- Builds credibility and rapport with customers to understand their needs.
- Responsible for managing all support issues between internal users/customers and helpdesk and third-party vendors.
- Responsible for creating and maintaining test scripts for Quantum Control ERP and all applications. Will conduct initial testing for new functionality and upgrades for Quantum Control ERP, modules and all applications.
- Manage multiple, simultaneous projects, often with competing priorities.
- Communicate and collaborate with team members, customers and vendors.
- Assist team members as needed.
- May be required to handle confidential tasks and/or projects.
- Must work closely with and communicate frequently with the Director, Systems and Development as well as Director, Implementation Services to ensure that project and departmental goals are being supported and met.
- Position may require travel as needed and may be required to travel internationally.
- Available to work after hours and weekends as required.
- Other duties and projects as assigned by supervisor.
Required Qualifications:
- Experience supporting and troubleshooting users and transactions in Quantum Control by Component Control (ERP).
- Minimum 7 years of experience in business.
- Minimum 7 years of experience of direct client interaction and customer-service.
- Professional appearance and behavior required including, but not limited to, punctuality, positive attitude, and reliability.
- Excellent communication and written skills are vital, should be comfortable with people as well as technology.
- Must be able to work well with others in a team as well as independently, collaboration skills are vital.
- Able to work effectively at all levels of the organization with ability to convey a correct sense of urgency based on customer or business impact.
- High level of accountability and can instill a sense of credibility when speaking with customers and/or vendors.
- Advanced problem solver with the ability to sort through complex issues and conduct comparative analysis of multiple solutions.
- Excellent organizational and multi-tasking skills – prioritizes and performs a variety of concurrent tasks with efficiency and minimal direction.
- Ability to follow written and verbal instructions.
- Must be detail oriented.
- Must be a quick learner and adaptable to change in process or required activities.
- Must demonstrate integrity, business ethics, and ability to be trusted with confidential information.
- Demonstrated successes managing multiple, concurrent projects.
Preferred Qualifications:
- Bachelor’s degree in business or in a computer related field.
Travel:
Language:
- Ability to read, write, speak, and understand English.
Physical Demands:
- Work Environment: 100% office.
- Must be able to lift up to 30 lbs. on occasions.
- Carrying, Walking, Pushing, Climbing, Reaching.
Working Conditions:
- This position works in an office environment.
