Application Support Analyst

Projetech is a small, privately owned company located in Cheviot. Our core business is providing Maximo, best in class Enterprise Asset Management software from IBM, as a cloud Software as a Service (SaaS) solution. We are seeking an exceptional candidate to join our Tech Team. This position has the potential to grow based on the strengths and skills of the candidate. The primary responsibility of the Maximo Technical Support Analyst is to ensure an outstanding level of customer service by providing technical and administrative support to our Maximo Cloud Customers and Partners.

Job Description:

• Work as functional / technical SME for Maximo, its add-ons and Partner solutions
• Monitor the service request queue for new requests (phone and ticketing system)
• Provide excellent first-level technical support services, take ownership of and responsibility for requests and prioritize them in accordance with procedures and Service Level Agreements
• Use technical databases and elicit knowledge from team members to research problems and find solutions
• Clearly communicate technical solutions in a user-friendly, professional manner; maintain resolution history and documentation in the ticketing system
• Be single point of contact throughout the lifecycle of a ticket; including research and communication of the status to customers, vendors, partners and level 2 / 3 support
• Escalate problems to senior team members
• Develop targeted solutions using the Maximo configuration and customization tools, to enhance the customer's use of Maximo as a value-added service
• Contribute to the knowledgebase
• Participate in after-hours, on-call support for emergency requests on a rotational basis
• Obtain certification in the basic usage and administration of the IBM Maximo Asset Management product within the first year of employment
• Work on special projects and performs other duties as required

What you need to bring to the job:

• Excellent customer service skills and a positive attitude are a must as this is a client/partner facing role
• Proven troubleshooting and problem-solving skills
• Superb judgement and ability to evaluate requests and provide effective solutions
• Ability to effectively communicate internally and externally, sometimes to less technical audiences
• Must be well spoken, detailed-oriented, dependable and flexible
• Ability to work independently, organize and manage multiple tasks/assignments
• An internal drive to learn, partnered with good research skills
• Passion for teamwork and problem solving
• Computer Science, Information Systems or Information Technology training, associate degree or better is desired
• Familiarity to SQL and report writing tools a plus

What the job will provide you:

• On-the-job training in a top tier EAM system
• Exposure and growth, with the opportunity for specialization, in technologies that make up our cloud solution
• • SQL Server, Oracle and DB2 DBMS
  • BIRT and Cognos report development
• Development of strong skills in SQL and other scripting languages
• Membership in a highly collaborative technical team, where team members invest in each other's development and training
• A voice - you will be encouraged to voice your ideas and contribute to the company's success
• A work experience that will be a positive force in your life

Hour and Environment:

Typically, this salaried position requires 40 hours per week M-F 8am-5pm. However, more than 40 hours in a work week may be required for specific deadlines. On call rotation consists of 1-2 weeks per month; emergencies are not frequent. Three weeks of vacation is earned the first full calendar year of employment. Projetech matches up to 3% into an employee retirement fund and provides a share of company profit plan. Work will primarily be performed at Projetech Headquarters in Cheviot (Cincinnati, Ohio 45211).