Software Support Analyst
CurrentFacilitated positive working relationships within the organization and with external stakeholders world-wide in order to identify and resolve issues in Strata Health’s solution suiteExcelled at analyzing, categorizing and prioritizing client issues, liaising with other internal teams as required to thoroughly resolve complex issuesProvided technical assistance and troubleshooting to resolve unique client issuesCommunicated issue resolution in a way that was understandable to clients and inclusive and respectful of their subject matter expertise, experience and working conditionsConducted requirements analysis of new report requests from clients; completed user acceptance testing on behalf of clients to confirm adherence to requirements and solution accuracyWrote SQL queries for Oracle and Postgres databases to investigate support issues and modify or create reports for clients, using DataGrip IDEPrepared and distributed weekly monthly SLA performance reports to key clientsWorked independently in a fully remote role, aligning workload priorities with SLA’sPerformed manual configuration activities in support of implementations and client experienceAssisted in validating upgrades and configuration completed by other teamsTrained team members on system functionality through continuous version updatesTools used include Atlassian Suite (Jira, Confluence), ServiceNow, Outlook, Microsoft Teams, Sharepoint, Chrome, GoTo softphone, Viscosity VPN, DataGrip, Word, Excel, Apple MacBook
