Data Recognition - Maple Grove, MN

posted 2 days ago

Full-time - Mid Level
Hybrid - Maple Grove, MN
Professional, Scientific, and Technical Services

About the position

The Support Engineer serves as a contact for questions on the inner workings of the applications supported by DRC from both a business and technical perspective. Also partners with business liaisons to translate software requirements, contingencies, best practices to ensure high level program delivery. Also partners with software developers, support and QA analysts to develop logical technical processes. In addition, performs technical support, basic cost-benefit calculations, interdependency analysis, and prioritization exercises related to systems changes. This role will require the ability to communicate across all levels of the company and on-site with clients. This role also requires someone who is proactive, a self-starter and has a proven track record to work independently with minimal supervision and collaboratively with a team. A successful candidate thinks beyond current knowledge and existing assumptions to explore new solutions and strategies, solve potential issues and has the understanding of and experience with providing exemplary customer and systems support.

Responsibilities

  • Review production issues as they occur for a holistic analysis of the impacts and possible causes
  • Understand, provide insight and possible documentation (or assist those that will document) for the system of the test engine (from IDEAS through reporting)
  • Interact with Level 2 to understand issues
  • Interact with Level 3 to understand system design
  • Participate in issue investigation and determination of appropriate area for resolution
  • Provide recommendations for future system design enhancements to address issues
  • Act as liaison between client, Level 2, Level 3 and the Product Support management
  • Partner with business liaisons and technical teams to understand and define system goals and technical system requirements
  • Assist technical groups in revising logic for performance efficiency
  • Participate in system and user acceptance testing efforts
  • Assist business liaisons and evaluate cost-benefit and ROI
  • Understand system interdependencies and collaborate with project teams accordingly
  • Systems administration, systems monitoring, and network troubleshooting

Requirements

  • 3+ years of broad IT experience with demonstrated progression of responsibilities
  • Strong phone support experience
  • In-depth understanding of software development methodologies
  • Experience using SQL (query writing and scripting)
  • Proven experience in an IT support/system support role with increasing responsibility including systems administration and monitoring and network troubleshooting
  • Assist in monitoring critical applications and systems
  • Excellent communication (verbal & written) skills with varied audience, including Executive Leadership and DRC clients
  • Strong situational analysis and decision making skills
  • Experience planning and deploying business and technology capabilities
  • Systems thinking ability (understand how parts interact with the whole)
  • Light national travel (up to four times a year)
  • Occasional on-call
  • Hybrid work week - Maple Grove 1-2 days and remote 3-4 days

Nice-to-haves

  • Demonstrated experience writing software requirement specifications and test specifications
  • Ability to work across many business, technology and application groups
  • Experience troubleshooting application, network, and client/server issues
  • Excellent problem solving skills

Benefits

  • Medical insurance
  • Wellness programs
  • Dental insurance
  • Vision insurance
  • 401(k)
  • Flexible spending accounts
  • Health savings accounts
  • Short and long-term disability insurance
  • Life insurance
  • Generous paid time off policy
  • Community service leave
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