Support Analyst - Level 1
Support Analyst - Level 1
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Salary Not Disclosed
1 Vacancy
Job Description
About Oversight
Oversight is the worlds leading provider of AIbased spend management and risk mitigation solutions for large enterprises. Based in Atlanta GA Oversight works with many of the worlds most innovative companies and government agencies to digitally transform their spend audit and financial control processes.
Oversights AIpowered platform works across our customers financial systems to continuously monitor and analyze all spend transactions for fraud waste and misuse. With a consolidated consistent view of risk across their enterprise customers can prevent financial loss and optimize spend while strengthening the controls that improve compliance.Learn More.
Position Overview: Job Purpose
The Support Analyst Level 1 provides technical assistance and support for Oversights products and services. Key responsibilities include proactive monitoring of critical client processes timely alerting of disruptions and restoring services within SLA requirements. This involves identification troubleshooting communication diagnosis and resolution.
Additional Responsibilities
- Monitor internal processes and alert customers of service disruptions.
- Troubleshoot complex issues involving SQL Shell Scripts proprietary data processes and Java applications.
- Document steps and procedures for resolving customer data processing and analytics issues.
- Maintain customer satisfaction by resolving problems within SLA requirements.
- Work weekends as part of a shift assignment or oncall rotation.
- Resolve data processing interruptions preventing enduser access.
- Proactively inform customers of missing files data errors and resolutions.
- Monitor system performance and uptime including network access and server availability.
- Perform general troubleshooting at the application layer.
- Triage and work on escalated support tickets from internal and external customers.
- Communicate effectively and maintain positive relationships with all customers.
- Collaborate with crossfunctional teams for seamless system integration.
- Ensure prompt action on tickets by documenting and identifying automation opportunities.
- Continuously improve processes techniques tools and customer outcomes.
- Stay updated on changes to company products tools and processes.
Qualifications
- 2 3 years of handson SQL Operations experience.
- 2 3 years of handson Unix Operations experience.
- 2 3 years of handson ApplicationLevel Support.
- Bachelors degree in Computer Science or related field preferred.
- Experience with cloud technologies such as AWS Databricks and Snowflake is a strong plus.
- Experience with SolarWinds Stonebranch Dynatrace or similar tools is a plus
- Experience working with data automation tools.
- Experience with popular T&E or financial systems is a plus.
- Good interpersonal and presentation skills.
Skills
- Candidate must have strong communication interpersonal and troubleshooting skills.
- Candidate must be a selfstarter able to work in a multitasked fastpaced environment.
- Candidate just be able to work effectively in a team environment as well as independently.
- Candidate must be organized and analytical with the ability to eliminate obstacles through creative and adaptive approaches.
- Candidate must be flexible to work weekend support shifts on a rotational basis.
- Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies procedures and legal requirements.
- Candidate must have experience with SQL and stored procedures.
- Candidate must have basic knowledge of Advanced SQL functionality including (but not limited to) indexes table joins subqueries unions analytic functions etc.
This position is 100 Remote with periodic travel to Atlanta GA for company events necessary
Required Experience:
IC
Employment Type
Full-Time
