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Analyst
Client Support, Openlink
Posted on 2/2/2022
INACTIVE
Locations
Uniondale, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
Management
SQL
Requirements
  • Bachelor's degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred
  • Expert-level knowledge of specialized modules within OpenLink applications required
  • Strong knowledge and experience with documentation creation required
  • Strong knowledge and experience with creating and providing training required
  • Strong knowledge of resolving challenging client scenarios required
  • Strong understanding of advanced technology concepts required
  • Strong knowledge of the Software Development Lifecycle required
  • Knowledge of energy or financial terminology preferred
  • Knowledge of SQL, database management and/or programming preferred
  • Strong problem solving and analytical skills required
  • Excellent verbal and written communication skills required
  • 5+ years of experience within OpenLink's support operation or comparable relevant experience with the applicable OpenLink product
Responsibilities
  • Providing expert-level training to Tier 1 Support team members on specialized modules of the OpenLink applications
  • Documentation creation and maintenance for new products and processes
  • Management of knowledge base content for one or more areas of functionality/product
  • Mentoring and providing subject matter expert level assistance to support team members on their daily client reported support cases, some of which have escalated or Showstopper (P1) priorities
  • Engage with product management and agile teams on new functionality and requirements
  • Process creation involving supporting specialized modules of the OpenLink applications
  • Senior-level after-hours work involving client reported Service Requests in specialized modules of the applications
  • Leading client conference calls in specialized area(s) as SME
  • Managing and resolving challenging client scenarios
  • Establishing working relationships with key client-side resources as well as management level resources across various product teams throughout OpenLink
  • Creating client facing Support Bulletins involving significant changes or impacts to specialized modules of the applications
  • Ownership of strategic projects and initiatives assigned by Support Management
ION Group

1,001-5,000 employees

Holding company
Company mission
ION software wants to help improve decision-making, increase efficiency, simplify complex processes and empower people. They enable financial institutions, central banks and corporations to digitize and automate their most business critical processes.
Benefits
  • Health, dental, and vision insurance
  • AD&D and disability insurance
  • Flexible spending account
  • Health savings account
  • Life insurance
  • Mental health care
  • 401K plan
  • Performance bonus
  • Supplemental workers' compensation
  • Family medical leave & parental leave
  • PTO, paid holidays, sick days, bereavement leave, and volunteer time off
  • Commuter checks
  • Company social events
  • Employee assistance program
  • Free lunch
  • mobile phone discount
Company Values
  • We are entrepreneurial.
  • We are imaginative.
  • We are rigorous.
  • We think long-term.
  • We progress together.