Software Escalation Analyst
$69,550–$125,725 year
Remote · United States
Job Summary
Software Escalation Analyst to analyze software issues using SQL and other tools, provide programmatic code-fix recommendations for defects, and input on software design for proprietary CRM software. Collaborate with software development, QA, and customer support teams to investigate defects, evaluate enhancement requests, and document root cause analysis. Lead guidance for helpdesk staff to raise technical knowledge; coordinate with development on code fixes and testing recommendations. Requires CRM experience (preferably with government users) and solid knowledge of database principles, HTML, and enterprise web environments.
Required Qualifications
- At least 2 years technical experience specific to CRM software, preferably with high profile government customers and end-users.
- Must be a US Citizen with the ability to obtain a Public Trust Clearance.
- Advanced knowledge of database management principles (Oracle, SQL Server).
- SQL command knowledge including ability to write queries for troubleshooting, updating and/or appending data.
- Knowledge of HTML code as used for eNewsletter design.
- Current knowledge on a variety of technologies related to working with web-based software functioning in an enterprise network environment. Examples include: Active Directory, network troubleshooting, Exchange Server, IIS (Internet Information Services).
- Familiarity with using browser developer mode, SQL and other scripting to troubleshoot, identify and isolate software problems.
Additional Requirements
- US Citizenship required with the ability to obtain Public Trust Clearance
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