JOB SUMMARY:
The Level 3 Product Engineering Senior Analyst will provide front-line level 3 support services to end users. In addition, the Senior Analyst will troubleshoot and resolve higher complexity issues, becoming the internal team escalation point for these types of issues. This role will also serve as a mentor and resource for the team members. The Senior Analyst will develop software fixes and own deployments of internal developed software products.

EDUCATION REQUIREMENTS:
Associate's degree in Computer Science or related field and five (5) years related support experience; or seven (7) years related Level 3 support experience and/or training

QUALIFICATIONS/EXPERIENCE:
-Proven track record of successfully supporting customers and resolving their issues in a timely manner
-Ability to explain problems and/or solutions in laymen's terms to end users
-Ability to quickly grasp new concepts and acquire new skills
-Ability to adhere to documented standards and procedures
-Ability to work independently and with team members in an efficient and collaborative manner
-High degree of energy, accountability, initiative and innovation
-Excellent written and verbal communication skills

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.
-Respond to, document and resolve ticket requests in a timely and efficient manner in accordance with established processes and SLA's.
-Document the resolution of tickets and contribute to the content of FAQs, SOPs, etc.
-Troubleshoot and resolve higher complexity issues, becoming the internal team escalation point for these types of issues.
-Mentor and serve as a resource for other team members.
-Create documentation required to implement client system changes, utilizing established change control processes.
-Provide support to the software development teams as required to assist with resolution of escalated tickets.
-Troubleshoot existing and arising IRB application problems.
-Work with the escalation team to report and evaluate customer problems.
-Collaborate with other team members to troubleshoot software product issues to minimize interruption of work operation.
-Troubleshoot software application issues and create necessary fixes which might entail code changes.
-Develop software fixes in accordance to established procedures and SDLC process.
-Prepare and document build of software products and participate in the change control process.
-Own deployments of IRB software products into QA and Production environments.
-Provide hardware and software recommendations to manager.
-Must maintain confidentiality in all matters and handle all matters discretely.
-Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
-Attendance and punctuality are essential functions of the position..

WCG is proud to be an equal opportunity employer Qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status or any other status protected by law.