We are seeking 2 Remedy Application Analysts for our Downers Grove, IL based Front Line Support Team. This is a permanent position with a generous salary, benefits and vacation package. NO TRAVEL is required. Front Line Support hours are 7am - 7pm CST. The Remedy Application Analyst will work 9 of those hours (based on preference) with one hour for lunch. If you are interested in this position, please email me your resume as a PDF or MS Word document as well as a good time to contact you.
Job purpose: To support and be responsible for responding to Remedy Customer support requests via email, web submit, and phone. Responsibilities will include (but are not limited to) troubleshooting and resolving customer issues, running reports, documenting knowledge articles for purposes of archive and dissemination. Responsibilities will also include providing on-call (7 X 24 X 365) support on a rotational basis. The person in this role will have a general responsibility to support customers on a day-to-day basis and to maintain customer confidentiality within this role. Key responsibilities and accountabilities: * Provide support for Remedy "End-User Customers" both internal and external. * Provide direct support via phone and remote viewing when necessary * Provide indirect support via research, duplicating environments, through email, fax and voice mail capabilities. * Develop knowledge base articles for archiving and distribution. * Provide (7 X 24 X 365) on-call support on a rotational basis. * Setup, maintain and develop (as necessary) a personal application environment for testing, and training. * Develop and use existing Lab application servers to resolve customer issues. * Develop and run reports. * Develop and run reports for the Front Line Support Dept. * Resolve customer issues related to developing and running reports. * Work as part of the Front Line Support team, insure all SLA's are met or exceeded. * Keep abreast of all pertinent information and available data and resources. * Be aware of and use all technical guides for supported applications, release notes documents for supported applications, as well as all product updates and patch releases and related documentation for supported applications * Obtain and maintain membership in appropriate organizations, and tech groups relative to supported applications. * Obtain and maintain certifications necessary to support manufacturers' requirements for Application Direct Support. * Other Customer Support and Front Line Support related duties as may be required, or requested. Melissa Wish Corporate Recruiter Column Technologies, Inc. Home Office: 718-399-2136 Cell/Evenings: 917-748-7104 E-Fax: 646-349-3799 Email: <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED] <http://www.columnit.com> www.columnit.com BMC Remedy Partner of the Year, 2000 - 2004 BMC Solution Partner of the Year, 2004 - 2006 BMC Fastest Growing Worldwide Partner, 2006 Inc. 500- Fastest Growing Private Companies, 2006 BMC Americas & Worldwide Top Solution Provider, 2007 VARBusiness- North America's Largest 500 IT Solution Providers, 2007 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
