Job Description

POSITION SUMMARY:
Provide technical support to defined end user groups. Under limited supervision, work with user groups to solve business problems with available technology including hardware, software, databases, and peripherals. Has technical experience related to studying and analyzing system’s needs, systems development, systems process analysis, design, and re-engineering. Has experience with business management, systems engineering, operations research, and management engineering aspects of the role. Responsible for change management procedures regarding the installation and testing of all upgrades and enhancements for application and some infrastructure. Knowledgeable in system security and the associated requirements for their application. May have specialization in particular software or business applications utilized in an end user environment. Keeps abreast of technological developments and applications.

ESSENTIAL FUNCTIONS: Essential duties and responsibilities may include, but are not limited to, the following:
• Handles all assigned technical support tickets and calls, enter all updates related to such calls into the Help Desk ticketing system, and keeps the Help Desk Manager aware of any sensitive or escalating issues.
• Provides second level of technical support for all corporate systems and software components.
• Participates in the activities for the implementation and rollout of new or existing applications and updates into QA, UAT and Production environments.
• Participate in the configuration of applications based on defined business processes.
• Designation of any bugs/deficiencies in the deployment of applications via ticketing system.
• Involved in post-implementation support and maintenance and change management of the applications.
• Provides subject matter expertise for all applications assigned.
• Working with NCM user community to define, document and understand existing business processes and procedures systems.
• Working with the NCM user community to identify and prioritize projects and enhancements
• Assist with problem management activities such as root cause analysis.
• Assist users with PC application questions.
• Assist in the day to day operations of the EIS Operations department.
• Provide management accurate timelines, progress reports and recommendations related to open ticket status.
• Enhance technical expertise through education, project assignments and professional activities.
• Review and request software and hardware changes with EIS Software Development
• Supports off-hours activities.

QUALIFICATIONS:

Knowledge/Skills/Abilities:
• Minimum of 3+ years of experience in a support environment.
• Demonstrated ability to work successfully with a diverse group of customers.
• Ability to learn new content areas and new skills quickly is required.
• Professional attitude and work habits.
• General project management skills including a demonstrated ability to manage own time well and achieve objectives required.
• Understands software and hardware requirements of varied departmental systems.
• Understands the workflow and process requirements of complex application systems.
• Demonstrated ability to be the subject matter expert in supporting, maintaining and administering complex applications.
• Understands business function related to the application.
• Ability to communicate with both technical and non-technical employees across the enterprise.
• Research technical processes using SQL, supplemental sources such as error logs and product technical documentation. Identify solutions to resolve problems or improve efficiency.
• Excellent oral (English language) and written (English Language) communication.
• Ability to provide outstanding customer service, be a good listener and work well with others.
• Excellent comprehension (IT technical and/or general) of verbal (English Language) and written (English Language) instructions, processes, procedures and policy.
• Good time management, organizational (computer file structuring, documents), manage multiple tasks or projects at one time.
• Prior experience with and knowledge of SQL and Microsoft SQL Databases.
• Prior experience with and knowledge of MS Windows Operating Systems.
• General experience with MS Office, Internet Explorer and general networking and troubleshooting connectivity including VPN.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience and Training:
Any combination of the following experience and training (designated as required and/or preferred) that would provide the required knowledge and abilities is qualifying.

Experience: 3-4 years

Education: College degree in a related field, or equivalent experience.

Licensure / Certification:

WORKING CONDITIONS

Work Conditions:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Conditions:
Essential and marginal functions may require maintaining physical condition necessary for sitting for prolonged periods of time, etc.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. To request an accommodation, please contact Human Resources at (303) 792-8899 or email: **@nc*.com.

****Out-of-market applicants are welcome. Please be advised that NCM does not pay any relocation expenses****

How to Apply

Job Types: Full-Time.

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