Sr Analyst, Applications Support

ViaPath Technologies is seeking an intermediate skilled candidate with technical expertise who is committed to providing exceptional customer service and support. The OMS Applications Sr Analyst provides frontline support for OMS applications. The OMS Application Sr Analyst is responsible for replying to application support requests, creating necessary documentation, collaborating with vendors and team members. The ideal candidate is customer oriented, cheerful, motivated, analytical, and passionate about software, technology, networking, and serving our customers in an efficient and timely manner. The OMS Application Support team members should take pride in delivering high-quality work, be self-motivated and self-initiating, and thrive in a demanding environment. Candidates should be open to constantly learning new things. This role requires a willingness to work shift work and be available for assigned on-call time other then your currently designated shift.

This is a hybrid based role located at one of the following ViaPath offices - Dallas, TX or Pittsburgh, PA.

• Respond to customer application support tickets, incidents, and configuration questions and assist in troubleshooting and resolving technical issues ensuring excellent customer service
• Troubleshoot and resolve moderate communication issues between the OMS application and a variety of systems, to include both internal and third-party applications
• Resolve issues with hardware peripherals that communicate with the OMS application such as barcode scanners, printers, document scanners, and other appliances
• Rapidly respond to and resolve application outages
• Resolve application errors in a Java, Wildfly/JBOSS environment
• Identify application configuration and environmental factors that negatively impact the OMS performance and/or functionality
• Use moderately complex queries to review data stored in MS SQL and Oracle environments to resolve customer issues
• Connect to customer on premise environments using a variety of VPN and remote desktop technologies
• Communicate clearly and directly with customers via phone, email, and ViaPath’s customer support management application
• Accurately and completely document work in ViaPath’s customer support management application
• Contribute to technical knowledge base and other internal documents
• Report potential defects to internal stakeholders
• Reassign customers issues to internal experts when necessary
• Review product release notes of every GA product release and become familiar with new features and bug fixes
• Provide on call support for 24/7 coverage as part of a rotation
• Travel to customer sites when directed
• Other duties as assigned

• Bachelor’s degree or higher in Information Technology, Computer Science or related field, or a minimum of 6 years related job experience in lieu of a degree
• A minimum of 5 years of experience in a technical support or application support role
• Moderate understanding of industry standard software, peripherals, and network communication including but not limited to
  • Microsoft Office
  • Web Browsers
  • Remote connectivity tools
  • Printers, barcode scanners, signature pads and other hardware devices
• A minimum of 3 years experience with the following
  • Troubleshooting technologies using JAVA, Wildfly/JBOSS and similar web technologies
  • PC and Server operating system setup, support, and maintenance
  • Microsoft server setup, management, and repair
  • Backup software setup and management
  • Network design, setup, and maintenance
  • Antivirus software setup, management
  • Oracle and MS SQL setup, backups, recovery, and maintenance
  • Data extraction and research in Oracle and MS SQL environments
  • Building, modifying, and troubleshooting simple database triggers and stored procedures
• Excellent verbal and written communication skills
• Strong problem-solving skills and a willingness to learn
• Time management skills and the ability to deliver results quickly while maintaining customer satisfaction is required
• Ability to work independently while part of a team in a demanding environment
• Experience supporting software in corrections is desired
• Experience support multiple, diverse software applications is desired
• Experience supporting or working with accounting applications is desired

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath’s commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) – Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.