Senior Systems Analyst

Key Responsibilities:

Technical Support & Problem-Solving:


* Provide Tier 1 and Tier 2 support for correctional software systems used in correctional facilities.


* Triage, diagnose, log, and resolve software issues, system bugs, and performance concerns reported by correctional facility staff promptly.


* Assist with deployment, configuration, and upgrades of correctional software.


* Collaborate with QA and development teams to relay client feedback and reproduce bugs for resolution.


* Detect and document software bugs, system inconsistencies, and potential improvements.


* Maintain and update support documentation and knowledge base entries.

Business Analysis


* Analyze client needs and translate them into technical requirements for the development team


* Identify opportunities for process improvement within correctional facility financial systems


* Create and maintain documentation of system workflows


* Facilitate communication between clients, developers, and other stakeholders


* Support the implementation of custom financial system solutions tailored to each prison's specific requirements

Client Relationship Management


* Serve as the primary point of contact for correctional facility & business office staff experiencing system issues


* Provide training and support to facility users on software functionalities


* Assist clients with software issues, report generation, and data analysis


* Maintain positive client relationships by ensuring the timely resolution of critical software issues


* Communicate system changes and updates to clients in clear, non-technical language


* Manage support tickets, have regular client Support conference calls to deal with the open support issues with empathy, professionalism, and clear communication.


* Ensure client satisfaction by addressing pain points proactively and efficiently.

Skills and Qualifications:


* Degree in Information Technology, Computer Science, Business Administration, or related field


* Proficiency in SQL, PL/SQL, Oracle database administration, and related technologies. 


* Familiarity with the Oracle product portfolio, including databases, applications, and Java. 


* Demonstrated problem-solving abilities and analytical thinking


* Excellent written and verbal communication skills


* Ability to explain technical concepts to non-technical users


*  Requirements gathering and documentation skills

Salary Expectation:


* $55,000 - $65,000