Job Description

Department Responsibilities : Provide first level support to all departments throughout the organization which includes data extracts, coding reports or solutions, and analysis of application issues reported to determine if they are programming or data related issues. Responsible for converting Helpdesk tickets to Trak ITs if programming issue is deemed. Position Purpose: The Recordkeeping Support Senior Specialist provide user and client support; independently responding to complex support tickets by analyzing code for potential defects and making data updates and/or proposing recommendations for code enhancements. The Senior Specialist provides research findings and results via written documentation and verbal communication to their customers; works with the IT developer(s) and DBA staff assigned to related projects. The Senior Specialist makes formal recommendations for IT development requirements and escalates potential global and/or financial risks associated to all inquiries; responsible for seeking repeat tickets and to resolve root-cause. Skills/Competencies: Minimum three years experience with PCs and MS Office software applications Ability to write intermediate level SQL transacts Ability to write complex stored procedures Ability to write unix korn shell scripts and schedule jobs in crontab file Ability to locate and interpret Sybase objects to include triggers,stored procedures, constraints; cold fusion code; unix scripts, and sqr Ability to work in a team environment to ensure common goal of providing exceptional customer service. Can work independently without direct supervision Ability to adapt to changing environment and shifting priorities as relates to business needs Excellent analytical skills and problem resolution skills Excellent written and oral communication skills Minimum five years 401(k) and Retirement Plan knowledge Job Duties/Responsibilities: Write and maintain programs of high complexity to provide reports and data results to users to include simple Sybase stored procedures, unix korn shell scripts, add-hoc sqls, and access database Ability to extract code from TFS and analyze code to determine if coding errors exists Ability to identify and target repeat requests to design permanent solution to alleviate repeat tickets Responsible for maintenance of the ARK Helpdesk Reports Database Responsible for maintenance of ARK Solutions and securing access to management/supervisor level Research application errors by identifying code and debugging for potential code defects Run daily reports for tracking, trending and quality management reports Identify and document user education opportunities by reviewing support tickets and provide direction for training opportunities for specific business units Provide clear and concise communication regarding all research findings for tracking and trending analysis; documentation and verbal communication Work with DBAs, Developers, Business Analysts to research and resolve support tickets Provide quality customer service to all clients; internal and external Successfully meet or exceed service standards established by the organization Organize and schedule meetings to gather requirements for creating complex reports in the ARK Reports and Solutions database Oversee special projects for the department outside the scope of helpdesk tickets Trending Analysis; tracks tickets and root-causes to identify trends specific to financial exposure to BRS and/or client dissatisfaction Provide training curriculum and conduct training for Entry Level and Intermediate Level Support Associates Responsible for semi-annual support of DR exercises Provide support of IMPACT creating and modifying Process Setups, researching Application Errors and creating new reports in support of business functions Provide support for AMP through creation of new alerts, maintenance on existing alerts and researching errors and other inquiries of alerts originating from the tool Responsible for protecting and securing all client data held by Ascensus to ensure against unauthorized access to and/or improper transmission of information that could result in harm to a client The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture