Associate Technology Analyst
Description
The Associate Appraisal Technology Analyst handles issues which are easily resolved. As the incumbent gains knowledge, the complexity of issues mare increate towards a more moderate level of difficulty. The Associate Appraisal Technology Analyst obtains information from sources which are readily available to handle issues. Provide basic-level software support for Appraisal team in the use, functionality, and understanding of our products and databases for issues that are easily solved. The Associate Appraisal Technology Analyst is an entry-level position, learning how to ensure timely resolution of client software issues through data analysis and functionality troubleshooting using multiple development tools, best practice communication, team coordinated testing, and other available tools for resolving issues. The Associate Appraisal Technology Analyst is expected to continually grow and expand knowledge of the product. The Associate Appraisal Technology Analyst serves as a technical support resource for Appraisal Services, functioning as a business partner whose expertise directly safeguards revenue streams and operational continuity. In this role, the Associate Appraisal Technology Analyst is responsible for the rapid identification, diagnosis, and resolution of technical issues that could otherwise compromise billable hours, disrupt deliverables, and negatively impact the department's budget performance. The Associate Appraisal Technology Analyst is responsible for protecting the Appraisal department's ability to meet client commitments and maintain profitability targets.
Responsibilities
- Provides inbound software support requests to resolve easy-moderate appraisal team inquiries and problems effectively and efficiently.
- Analyzes data reports, forms, and web technologies commensurate with level of training and understanding.
- Reads and writes SQL to resolve basic issues.
- Responsibly communicates to all parties involved in issue resolution to meet and manage appraisal expectations.
- Uses Confluence and JIRA to create, track, and/or update details on the specifics of issues.
- May submit appraisal issues to development team for resolution as needed.
- Performs Quality Assurance testing for software module changes. Analyzes results to ensure that software performs as required.
- Creates or enhances documentation throughout the support process.
- Commitment to expanding technological skills and knowledge of the Tyler products.
- Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
- Performs other duties as assigned.
- Communicate professionally, clearly, and appropriately with clients and coworkers.
- Determine the urgency of issues for each project and their placement in the prioritization of issues for their entire group of assigned projects.
- Solve problems effectively in an ever-evolving environment.
- Maintain an approachable and courteous demeanor in both verbal and written communication to ensure user confidence in the technical team.
- Maintain composure under pressure.
- Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
- Work effectively both independently and in a team-oriented environment.
- Effectively utilize available resources.
- Accurately record all details and progress in incident tracking system(s).
- Proactively improve knowledge and develop analytical and technical skills.
Qualifications
- Bachelor's degree in related field or equivalent experience.
- Excellent interpersonal skills.
- Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues.
- Strong organizational skills.
- Effective analytical ability, particularly in a technical environment.
- Excellent written and verbal communication skills.
- Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
- Exposure to relational databases or SQL desired.
- Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired.
- Knowledgeable with Microsoft Office.
- Knowledge and understanding of software development tools a plus.
- Ability to travel preferred.