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Access Support Coordinator (Analyst)

Direct Access and Remote Systems

Full-time Regular - SAN JUAN, Puerto Rico

Essential Responsibilities:

  • • Central contact for certain messaging to be shared across all DAF Account Managers, and/or a broader audience, for known system events.
  • • Assist with issue ticket reporting including review of tickets requiring follow-up or updated information, identify and track internal ticket metrics, monitor weekly ticket incident reports distribution, work with teams to understand additional reporting requirements and liaison/ troubleshoot report issues.
  • • Assist with Access Window metrics including compilation and update of reporting data, build out new metrics areas, work with system owners if new requirements are identified, ensure all reports distribution.
  • • Assist with Minute Accounting metrics includes properly tracking AW status and research data anomalies across multiple systems, generate and validate Minute Accounting data reports, collaborate with teams on data setup and possible new requirements across systems as needed.
  • • Assist with release deploy scheduling by attending standard Change Review Board and weekly deploy meetings for proper approvals and communications.
  • • Communicate and monitor Access Customer impacting deploy, generate the planned maintenance calendar for DAFs on a Monthly Basis and update and distribute to team members.

Requirements:

  • • Must be a U.S. citizen or permanent resident.
  • • Bachelor’s Degree or equivalent work experience.
  • • Must have advanced knowledge and experience in MS Excel.
  • • Proficient in MS Word and Power Point.
  • • Understanding of DAF/RAP architecture and workflows.
  • • Understanding of DAF/RAP Accounting process.
  • • Understanding of system level concepts and interaction between components in a system.
  • • Ability to learn technical systems including equipment, software, architecture and workflows.
  • • Strong ability to write, read, and understand technical concepts.
  • • Experience in satellite ground systems is a plus.

Other Skills and Abilities

  • • Adaptability is a must, including the ability and enthusiasm to learn new technologies quickly.
  • • Openly communicates with the team in an enthusiastic and motivated manner.
  • • Professional presence interacting with customers.
  • • Employees must use diverse but conventional best practices, methods, techniques, and/or approaches.
  • • Self-motivated with a sharp customer service and results-oriented focus.
  • • Demonstrated skills in creative thinking, teamwork, problem-solving, decision-making, and time management.
  • • Demonstrated verbal and written communication (English and Spanish).
  • • Detail-oriented with excellent organizational skills, able to set priorities, and responsive to customer requests.
  • • Ability to work independently with minimum supervision and in a team-oriented, collaborative environment.
  • • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • • Ability and willingness to work on multiple projects simultaneously.
  • • Availability to work at the customer site and/or Wovenware offices.

Physical & Safety Requirements:
Primarily sedentary with some walking, standing, and carrying of light objects. Adequately lighted and area where normal precautions for use of office equipment must be observed.
This is a standard 40-hour workweek job that may require additional and flexible hours as necessary to complete project deadlines on time.

Compensation:
Compensation is commensurate with experience level. The Access Support Coordinator (Analyst) position will be an integral part of our team and will have a competitive combination of base salary, Performance Bonus, 401K, Medical Insurance 85%-50% contribution, Sick Leave, and Personal Time Off.

As an Equal Employment Opportunity and taking Affirmative Action to recruit women, minorities, protected veterans, and people with disabilities, WOVENWARE is committed to a diverse workforce.

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