Software Support Analyst

: The Sr. Software Support Analyst is considered the technical expert within Tyler Technologies when it comes to consulting and support of integrations with E-filing Manager. As such this position has a significant impact upon the success of all existing and future e-Filing engagements and related revenue. The ability to provide exceptional service will shape the market's opinions of our products, services and company. As a member of the team - the Sr Support Analyst is responsible primarily for working with integration partners and where necessary, escalating issues to the appropriate individuals within the eSolutions development organization. The System Analyst is responsible for providing consulting and support services to clients and vendors integration partners for the purposes of building, implementing and maintaining integrations with the E-Filing Manager as well as other eSolutions owned software. Integration partners include:

• EFSPs (E-Filing Service Providers)
• CMS Vendors
• Integration partners (Court Clerk Case Management Systems)
• Courts
• County IT
• Other teams within Tyler

NOTE: This is a hybrid position that requires the candidate to be in the Plano, TX office 3x a week.

The incumbent must be available to work a shift between 7 AM and 7 PM, Monday thru Friday; additionally, works occasional after-hours or on-call shifts for support or scheduled installations. Although this is not a developer position, a software development background is helpful.

Responsibilities

• Provides technical guidance to integration partners regarding systems, networking, and security requirements.
• Maintain proficiency with the configuration and use of the EFM as it is updated and extended in concert with the Tyler eFiling platform
• Maintain proficient knowledge of the EFM APIs and associated messages to provide analyst and developer level guidance to integration partners seeking to build an integration.
• Triage and escalate Tyler defects to developers and QA, collaborate to identify workarounds and solutions, and articulate go-forward plans
• Conducts and participate in webinars and meetings with integration partners.
• Anticipate and mitigate issues that integration partners might encounter.
• Document and communicate assigned work and progress to immediate support team and management.
• Supports and diagnoses support incidents.
• Communicate problems or issues in a timely manner.
• Reports on vendor status and associated roadblocks or risks.
• Performs vendor technical certifications.
• Participates in requirements discussions with the EFM development team.
• Reviews and contributes to API documentation.
• Produces and maintains internal support documentation.
• Works with internal and external customers on resolving complex technical issues.
• Works with filer and clerk reviewer support staff on analysis, diagnostics and resolution of issues.
• Perform other job-related duties and responsibilities as may be assigned from time to time.
• 0-5% business travel.

Qualifications

• BS/BA degree in related field or equivalent experience is required
• Demonstrated knowledge of software development practices, computer science theory, and understanding of relevant technologies.
• Demonstrate ability to work effectively in a strong customer service/team-oriented environment.
• Demonstrate excellent partnering, communicating, and negotiating skills to guide integration partners as they build and support their integration and to communicate effectively with internal and external development and support groups.
• Examples of positions that are “points of entry” for this position include but are not limited to:
• • Application Support Engineer
  • Implementation Specialist
  • Developer
  • Conversion Developer
• Professional work experience with the following technologies:
• • Highly Preferred:
    • Working knowledge of networking and related infrastructure
    • SQL Server
    • XML/XSD
    • JSON
  • Preferred:
    • API experience
    • SOAP Web Services/SOAPUI
    • RESTful Web Services
    • Microsoft.Net / C# (or similar high-level language) (preferred) or Linux administration
  • Desired
    • PowerShell Scripting
    • Programming
• 2-4 years' experience working in a customer-facing role.
• Ability to work well both independently and within a team environment.
• Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills.