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Support Analyst



IT, Customer Service
Posted on Tuesday, June 25, 2024
We’re looking for a Support Analyst with proficiency in web application development to join our rapidly growing Support team! In this role you’ll architect robust solutions for Fortune 500 customers using the Onit platform. This is not a Web Developer role, but you will be using web application development skills to be successful in assisting our customers in Support. You’ll lead all technical aspects of implementations, which includes collecting requirements, building workflows, user interfaces, security profiles, reports, training/demonstrating, handling support issues, and much more.

We’re looking for someone with the following skills:
  • You have deep experience leading (or being a major contributor to) the technical side of a complex software implementation
  • You’re entirely comfortable and savvy working directly with smart and demanding customers
  • You can code in some capacity (in any language) and have built one or more basic to moderately advanced programs that have been used to solve real-world problems. While the Onit platform is primarily a “no-code” solution, a general understanding of programming fundamentals will be important to your success
  • You enjoy working in a fast paced-and dynamic environment, with minimal oversight and direction. You understand what it means to work in a start-up environment
  • You take responsibility for projects end-to-end, from idea to completion
  • You’ve collected and documented complex technical requirements from clients (or internal stake-holders). While this won’t be your primary job (you’ll be paired up with a business analyst who will own this part of the project), we all wear multiple hats
  • Other people at the companies you’ve worked for wanted you on their projects
  • Help customers recognize their goals and drive towards a successful, on-time delivery
  • Provide technical and functional expertise to customers during the implementation process
  • Forge strong partnerships with customers and colleagues
  • Engage customers in informed business and technical need discussions vs. feature/function basics
  • Provide strong technical understanding of Onit products with the ability to discuss and demonstrate the full platform and how it may be configured to meet a client’s business needs
  • Create and/or improve implementation templates supporting requirements gathering, design and training
  • Follow implementation methodology for all customers and tailor to meet each project’s unique business needs
  • Share relevant prior experiences and best practices with customers and colleagues
  • Provide assistance to colleagues where needed
  • Work well in both individual and team settings both on and off client site
  • Provide platform demonstrations and various trainings if required/as needed
  • Basic to intermediate knowledge of programming languages such as Java, C#, Python or Ruby.
  • Basic to intermediate knowledge of relational databases (PostgreSQL, MySQL, MS SQL Server, etc.)
  • Bachelors degree in Computer Science or related field
  • 0-3 years experience in systems applications consulting, either internally via an IT organization or externally with a consulting firm or software provider
  • Experience with legal operations processes and supporting technologies preferred, though not required
  • Experience with Software as a Service (SaaS) is a plus, as is any experience with financial accounting, customer management, and automation software
  • Previous consulting experience with software applications is a solid predictor of success
  • Strong written and verbal communication skills
  • Must have shown significant and consistent career growth as part of prior experience