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Applications Systems Analyst ~ Tier II

at STOP LLC in Reston, VA   —   Jul 02, 2014   |  
STOP LLC is currently seeking qualified, individuals for the full-time position of Applications Systems Analyst in Reston, VA. This position will provide support to our external customers and management.
~ Review open customer issues for customer follow-up and closure
A typical work day will include:
~ Address customer issues escalated from Tier I (via phone and ticket)
~ Review open issues with senior management
~ Escalate issues to Tier III and management
~ Review “focus” customers for areas of improvement and coaching
~ Review and analyze data to determine and verify that criminal activity has occurred
~ Assists customers in entering and analyzing crime data and relationships among crime solving data.
~ Enters criminal and non-criminal data into a database and provides criminal statistical information and reports as required, to provide for support for crime analysis and crime solving.
~ Analyzes data to determine crime patterns and trend correlations which can be investigated.
~ Uses graphing, scientific calculations and mapping methods to project and highlight criminal activities.
• Focusing on month, day, time, location patterns and cluster of incidents, compares and determines associations and frequency of events.
• Prepares daily, weekly, monthly and annual reports.
Analysis to determine crime patterns and trend correlations which can be investigated ~ Conduct in-depth investigative analysis of data. This analysis includes: • Data retrieval
Preparation of documentation for internal validation review, initial recommendation and preparation of communication to customer
Communication with customers concerning validation questions or issues
~ Troubleshoot customer system issues: • Ensure customer follows recommended procedures • Execute internal troubleshooting procedures • Drive customer issue to final disposition
~ Perform an intensive monitoring review program for customers. This program includes: • Identify internal functions or customer needs that can benefit from database queries • Develop a working relationship with customer contacts • Review customer program history to reveal training needs or program adjustment possibilities • Communicate with customers concerning review results
~ Conduct ad hoc informal training for customers • On-line assistance for customers • On-line training for specific functions or system issues
~ Staff customer call center (as needed) • Respond to customer questions and issues • Follow customer notification procedures • Record activity in ticketing system
~ Provide on-call coverage as needed
~ Previous Analyst / Tier II technical support / advanced customer support is REQUIRED ~ Exceptional customer service and communication skills ~ Ability to troubleshoot issues over the phone is REQUIRED ~ Ability to follow through and document issues and resolutions ~ Ability to apply active listening skills and problem solving techniques to evaluate proper course of resolution ~ Excellent verbal and written skills are REQUIRED ~ Excellent organizational and multitasking skills ~ Self motivated, independent and team player ~ College diploma from accredited university is preferred ~ Permission to work in US ~ *** MUST ENJOY INTERFACING WITH INTERNAL/EXTERNAL CUSTOMERS
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