Support Analyst

Acumen Solutions is the trusted leader in Enterprise Cloud Transformation, helping organizations realize dramatic improvements in productivity and profitability through innovations in business and technology.  Industry and government leaders including American Express, Comcast, McKesson, and the US Securities and Exchange Commission rely on our global consultants to deliver cloud solutions that yield exceptional results.  We apply this same focus on results to our unparalleled social responsibility program, generating sustainable impact across our local communities.

Acumen Solutions seeks a talented Support Analyst to join our strong technology team responsible for the implementation and support of high volume, high performance client facing applications. This position would be based in our Midwest office, located inCleveland, OH.  This is an opportunity to work with one of Acumen’s global clients based in Europe.  
 
General Support Analyst Role: The candidate will support applications that are part of cloud based, mobile, and/or on premise environments.  Great opportunity to be part of a new, growing office for an established company that provides cutting edge IT solutions to Fortune 500 and Public Sector clients. 
 
 Specific Duties:  
- Communicate project status with clients
- Identify enhancement requests as configuration or development effort
- Communicate requirements to developers to complete enhancement requests
- Learn at least 2 client’s business processes and application implementation.  Implementation may be Salesforce.com or some other product 
- Support end users questions and issues via various communication channels including email, phone, and portals 
- Determine root cause analysis of issues and help determine and implement solutions 
- Make configuration changes to the application 
- Create reports 
- Develop and execute functional test cases 
- Update project documentation 
- Application release management responsibilities 
 
 

- 2+ years of experience in application support, business analyst, or project management type of role
- Flexibility to work various shifts
- Understanding of waterfall, agile, and iterative development methodologies 
- Strong written and verbal communication skills 
- Customer service skills 
- Work well in teams 
- Ability to learn new information quickly 
- Technical aptitude 
- Bachelor’s degree in Management Information Systems or related field
- Authorized to work for any U.S. employer

EOE M/F/V/D

VEVRAA Federal Contractor