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Software Support Specialist

(Confidential)

Job Description

Interactive Business Systems is teaming up with Madison, WI area client to locate and bring on a Senior Software Support Specialist on a direct hire basis!

Responsibilities

The Senior Support Specialist supports and works closely with all members of the organization, including software developers, product management team and management to understand our Saas products and quickly triage and resolve or escalate production incidents to minimize the impact to our customers.  This position is responsible for resolving and documenting inbound technology-related issues for known and newly discovered issues. In addition to saving the day, you will also coordinate command center activities including incident management, communication for all audiences, and website messages. Other areas of responsibilities include Problem and Change management process coordination.

  • Experienced professional with a general understanding of Saas and how to support it.
  • Uses advanced knowledge of professional concepts and company objectives to resolve a wide-range of moderately complex issues in creative and effective ways.
  • Become the subject matter expert in various technologies used by the team.
  • Analyze data and prepare reports to identify trends and opportunities for improvement.
  • Focus on operational and tactical activities with the ability to encourage a sense of urgency around critical production issues.
  • Assist in facilitation of  various meeting for change, incident and problem management as well as continuous improvement initiatives
  • Create knowledge management articles.
  • Escalates complex issues; resolves moderately complex issues; recommends potential solutions to issues; follows established escalation procedures.
  • Participate in the development of best practice policies and procedures to be followed.
  • Builds, fosters and maintains relationships within the organization as well as with vendors.
  • May represent team in cross departmental meetings.
  • May informally coach and mentor less senior team members individually.

 

Job Requirements

 

Qualifications

Required:

  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Effective planning, organization and time management skills.
  • Effective analytical and problem solving skills.
  • Understanding the software development lifecycle.
  • Proven ability to work in a dynamic cross-functional environment when operating in a crisis situation
  • 2+ years of experience providing support for a SaaS product or application.
  • Excellent communication skills and ability to translate technical details to any audience
  • Must be committed to incorporating security into all decisions and daily job responsibilities

Preferred:

  • Effective planning, organization and time management skills.
  • Effective analytical and problem solving skills.
  • Understanding the software development lifecycle.
  • Proven ability to work in a dynamic cross-functional environment when operating in a crisis situation
  • 2+ years of experience providing support for a SaaS product or application.
  • Excellent communication skills and ability to translate technical details to any audience
  • Bachelor's degree and 2+ years of related experience OR equivalent combination of education and experience

Candidates should send resumes to cdouglas@ibs.com  Candidates must be authorized to work in the U.S. for any employer. IBS offers a competitive salary and comprehensive benefits package to all employees. Referral and sign-on bonuses may also be available. About IBS: IBS, Interactive Business Systems, Inc., is an IT solutions and staffing company known for achieving business objectives and bottom-line results through the smart architecting, implementation and management of technology. In three decades of developing the technology applications, tools, environments and teams that foster top business performance, we have become an industry-leading IT services provider.

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Job Snapshot

Location US-WI-Madison
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type IT & Technical

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Terms & Conditions
Snapshot
(Confidential)
Company:
US-WI-Madison
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description

Interactive Business Systems is teaming up with Madison, WI area client to locate and bring on a Senior Software Support Specialist on a direct hire basis!

Responsibilities

The Senior Support Specialist supports and works closely with all members of the organization, including software developers, product management team and management to understand our Saas products and quickly triage and resolve or escalate production incidents to minimize the impact to our customers.  This position is responsible for resolving and documenting inbound technology-related issues for known and newly discovered issues. In addition to saving the day, you will also coordinate command center activities including incident management, communication for all audiences, and website messages. Other areas of responsibilities include Problem and Change management process coordination.

  • Experienced professional with a general understanding of Saas and how to support it.
  • Uses advanced knowledge of professional concepts and company objectives to resolve a wide-range of moderately complex issues in creative and effective ways.
  • Become the subject matter expert in various technologies used by the team.
  • Analyze data and prepare reports to identify trends and opportunities for improvement.
  • Focus on operational and tactical activities with the ability to encourage a sense of urgency around critical production issues.
  • Assist in facilitation of  various meeting for change, incident and problem management as well as continuous improvement initiatives
  • Create knowledge management articles.
  • Escalates complex issues; resolves moderately complex issues; recommends potential solutions to issues; follows established escalation procedures.
  • Participate in the development of best practice policies and procedures to be followed.
  • Builds, fosters and maintains relationships within the organization as well as with vendors.
  • May represent team in cross departmental meetings.
  • May informally coach and mentor less senior team members individually.

 

Job Requirements

 

Qualifications

Required:

  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Effective planning, organization and time management skills.
  • Effective analytical and problem solving skills.
  • Understanding the software development lifecycle.
  • Proven ability to work in a dynamic cross-functional environment when operating in a crisis situation
  • 2+ years of experience providing support for a SaaS product or application.
  • Excellent communication skills and ability to translate technical details to any audience
  • Must be committed to incorporating security into all decisions and daily job responsibilities

Preferred:

  • Effective planning, organization and time management skills.
  • Effective analytical and problem solving skills.
  • Understanding the software development lifecycle.
  • Proven ability to work in a dynamic cross-functional environment when operating in a crisis situation
  • 2+ years of experience providing support for a SaaS product or application.
  • Excellent communication skills and ability to translate technical details to any audience
  • Bachelor's degree and 2+ years of related experience OR equivalent combination of education and experience

Candidates should send resumes to cdouglas@ibs.com  Candidates must be authorized to work in the U.S. for any employer. IBS offers a competitive salary and comprehensive benefits package to all employees. Referral and sign-on bonuses may also be available. About IBS: IBS, Interactive Business Systems, Inc., is an IT solutions and staffing company known for achieving business objectives and bottom-line results through the smart architecting, implementation and management of technology. In three decades of developing the technology applications, tools, environments and teams that foster top business performance, we have become an industry-leading IT services provider.

Software Support Specialist Apply now