WHY WAIT?
Are you looking for an exciting new opportunity?
This may be your lucky day!
It is time for a change, and CDI can help!
We have an immediate need for an End User Support Specialist
JOB DESCRIPTION
JOB RESPONSIBILITIES:
The end user support specialist will be responsible for work that supports the planning, preparation, and execution of Level 2 and 3 end user support. The End User Support Specialist will report to the Implementation Lead and will be responsible for the following tasks:
1. Gather information on current end user support practices
2. Provide Level 2 support to end users through Level 1 support
3. Prepare the End User Support Plan for each release, which includes, but is not limited to support levels description documentation, resolution and response documentation, support escalation policies etc .
4. Develop processes, procedures and requirements for system release management
5. Develop end user support Standard Operating Procedures Manual (SOPM)
6. Define application infrastructure support processes
7. Analyze data and information in weekly metric reports and make recommendations for improvements
8. Prepare all plans necessary to remediate identified gaps
9. Prepare monthly end user activity reports
10. Manage the help desk operations and collaborate with various subcontractors to timely resolve systemic problems and application issues
11. Coordinate system infrastructure activities with the hosting vendor and perform regular, back-end maintenance activities
12. Create snapshot databases and provide pro-active support to end-users during regulatory reporting time
13. Deal with researching and resolving complex technical issues arising out of using SESIS
EDUCATION/EXPERIENCE:
1. Bachelors degree (masters degree preferred) from an accredited college or university in Technology, Business, Education, Special Education, Curriculum and Instruction or related field and one year of technical support experience.
2. Must possess a high level of comfort with the Windows operating system (experience with Macintosh OS a plus)
3. Must be very familiar with hand-coding HTML (not using a WYSIWYG editor) and have a basic knowledge programming/scripting concepts: JavaScript knowledge a plus
4. Knowledge of both database systems and special education a plus
5. Demonstrated ability to learn technical concepts quickly
6. Ability to provide customer service and help desk functions
7. General problem solving and system troubleshooting skills are essential
8. Good time management and documentation skills are necessary
9. Ability to communicate effectively in both group and individual situations
10. Ability to learn technical concepts quickly and in turn, teach these concepts to others
11. Ability to produce written and electronic end user support materials
12. Good organizational skills
13. Ability to perform comfortably in a fast-paced, deadline-oriented work environment
14. Ability to successfully execute many complex tasks simultaneously
15. Ability to work as a team member, as well as independently
16. Primary work is located in Manhattan, NY
TAKE ACTION!
Why wait another day?
It is time to act!
Apply NOW and join the CDI Team TODAY!!!
To Apply to this job go to http://www.GadBall.com or click here
Sunday, March 29, 2009