Key Responsibilities:

Technical Support & Problem-Solving:

• Provide Tier 1 and Tier 2 support for correctional software systems used in correctional facilities.
• Triage, diagnose, log, and resolve software issues, system bugs, and performance concerns reported by correctional facility staff promptly.
• Assist with deployment, configuration, and upgrades of correctional software.
• Collaborate with QA and development teams to relay client feedback and reproduce bugs for resolution.
• Detect and document software bugs, system inconsistencies, and potential improvements.
• Maintain and update support documentation and knowledge base entries.

Business Analysis

• Analyze client needs and translate them into technical requirements for the development team
• Identify opportunities for process improvement within correctional facility financial systems
• Create and maintain documentation of system workflows
• Facilitate communication between clients, developers, and other stakeholders
• Support the implementation of custom financial system solutions tailored to each prison's specific requirements

Client Relationship Management

• Serve as the primary point of contact for correctional facility & business office staff experiencing system issues
• Provide training and support to facility users on software functionalities
• Assist clients with software issues, report generation, and data analysis
• Maintain positive client relationships by ensuring the timely resolution of critical software issues
• Communicate system changes and updates to clients in clear, non-technical language
• Manage support tickets, have regular client Support conference calls to deal with the open support issues with empathy, professionalism, and clear communication.
• Ensure client satisfaction by addressing pain points proactively and efficiently.

Skills and Qualifications:

• Degree in Information Technology, Computer Science, Business Administration, or related field
• Proficiency in SQL, PL/SQL, Oracle database administration, and related technologies.
• Familiarity with the Oracle product portfolio, including databases, applications, and Java.
• Demonstrated problem-solving abilities and analytical thinking
• Excellent written and verbal communication skills
• Ability to explain technical concepts to non-technical users
• Requirements gathering and documentation skills

Salary Expectation:

• $55, 000 - $65, 000