HomeServe

Responsibilities:

• Identifies, prioritizes, documents, resolves, and communicates technical and operational issues related to internal, custom-built software applications.
• Works collaboratively with individuals across the organization to troubleshoot and resolve both 3rd party and custom-developed application issues.
• Possess strong customer service orientation in order to maintain high client satisfaction through successful and timely resolution of technical and operational problems.
• Estimates issue resolution times through both independent analysis as well as collaboration with other team members.
• Improves the overall quality and completeness of application documentation and support procedures.
• Participate in team meetings and contribute suggestions and solutions to increase cooperation and effectiveness.
• Actively seek and apply knowledge gained from colleagues and outside resources and share that knowledge with others.
• Develop and maintain subject matter expertise for the team/department.
• Takes business requirements from users and develops use cases or application development requirements.
• Project manages small enhancement, including maintaining a schedule and driving action items.

Essential Functions:

Essential Job Function

% of Time on Function

Triage issues reported by our business partners to determine root cause and best course of action to mitigate or resolve issues.

50%

Track, coordinate, and drive to closure the resolution of reported issues, service requests, or small enhancements executed by IT developers and non-IT resources.

25%

Work with assigned business partner(s) to review statuses, priorities, and answer questions.

25%

Total

100%

Job Requirements:

• Bachelor’s degree in Computer Science or related field required; MS/MBA preferred.
• Not required but highly desirable is a Finance or Accounting background.
• Experience with Waterfall and/or Agile project management processes.
• Extensive experience working as an Application/Business Analyst.
• Ability to coordinate with and lead individuals across other functional areas to successful conclusion of an enhancement release or break-fix deployment.
• Strong time management and organization skills as role requires ability to dig into and document details, shift with changing business needs, and adapt to new systems and ways of working.
• Excellent problem-solving skills with the willingness to seek out multiple solutions to technical and operational problems and challenges.
• Proficient technical knowledge of MS-Windows, MS Office, IE, relational database concepts and quality assurance.
• Experience with building reports from applications such as Corvu, Tableau, Crystal Reports, etc.
• A desire to increase knowledge and learn new skills and technologies quickly and efficiently.
• Demonstrated track record of improving efficiency and quality of technical operations.
• Minimum of 5 years’ experience in an application development or support delivery role.
• Excellent troubleshooting and quality assurance skills.
• Excellent interpersonal and communication skills.

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

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HomeServe USA is an equal opportunity employer.

Salary Range: $98,683.60 - $131,578.13

Annual Bonus Potential: 10%