Product Engineer/Application Support

Maintains a database of customer requests while coordinating and tracking the progress of current service items and problem resolutions. Communicates with customers on status of their incidents.

Works closely with IT Development, Help Desk, Infrastructure, Network Operations Center, System Services and other departments ensuring consolidated communication on software usage, processes and procedures and configurations.

Develops written communication and end user documentation on the usage, support, configuration, training, and maintenance of software applications, and publishes material to collaborative knowledge base.

Monitors customer feedback systems, measures user satisfaction of products and services, and provides recommendation for continuous improvement.

Plans, organizes, and delivers software implementation projects by providing software installation services and serving as primary liaison between internal departments and external customers.

Analyzes customer requirements and application objectives. Works with project managers to gather discovery information and participates in implementation planning.

Establishes technical criteria concerning implementation viability, design, maintenance and performance. Executes plans through onsite engagements or remote connections with customer networks.

Installs software, loads data, monitors implementation data sources and verifies software is working properly according to plan. Provides training to customers on the user experience, maintenance and disaster recovery requirements.

Records all activities, problem areas and implementation issues, and prepares management reports for regular evaluation.

Confers with application development regarding program changes and recurring problems, and monitors product quality assurance by approving user acceptance testing results and coordinating production release deployment practices.

Provides technical expertise related to research, analysis, design, development, and user insight to major business systems to ensure user satisfaction.

Actively participates in the testing cycle of new systems, provides technical test Scripting and automation services, and registers all errors within bug tracking software.

3 years of experience with the following core competencies: technical software support, solution implementation, quality assurance, bug tracking, relational database administration and analysis, reporting services, and project management.

3 years experience using the following technologies: MS Windows Server 2003/2008, MS SQL Server 2000/2005 including DTS/SSIS, MS Access and Office 2003/XP, MS Visio 2003/XP, Visual Basic 6.0, Citrix Presentation Server, and Web based platforms (ASP & .NET Framework).

Willingness to be on call including nights and weekends.

While performing the duties of this Job, the employee is occasionally required to stand; walk; lift and/or move up to 15 pounds. The employee must regularly sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear.

Specific vision abilities required by this job include close vision.