This program requires US Citizenship Remote This Support and User Testing Analyst will be responsible for providing first-line support to users experiencing issues with the CRM or TEA Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and TEA Help Desk software. This analyst will also develop, and conduct training programs tailored to all levels of CRM and TEA Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems. This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology. Develops, monitors, maintains, and delivers communication for the CRM and TEA Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the CRM and TEA Help Desk applications; contributes to and uses knowledge base articles Monitors, reviews, and resolves Customer Relationship Management (CRM) and TEA Help Desk software support incidents at an experienced level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses Monitors, reviews, and completes software User Acceptance Testing (UAT) for all CRM and TEA Help Desk products; ensures all issues and enhancement requests are updated accurately and timely Preferred: a working knowledge of Jira Software products **II. CANDIDATE SKILLS AND QUALIFICATIONS** **Minimum Requirements:** Candidates that do not meet or exceed the **minimum** stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. Years Required/Preferred Experience 4 Required Using Atlassian Jira Products (Service Desk and Software) 4 Required End User Testing of software releases 2 Preferred Using Zendesk Help Desk 2 Preferred Using MS Modern Requirements **Position Details:** + Pay Rate / Range:$45-$53.24 _The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position’s responsibilities; the candidate’s experience, education, and skills; location; travel required; and current market conditions._ + Benefits (Regular, Full Time Employees): 1. Medical, Dental, and Vision offerings 2. Weekly Direct Deposit 3. Paid Holidays and Personal Time Off 4. 401(k) with match 5. Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages 6. Pre-Paid Legal and Employee Assistance Programs 7. Northwest Federal Credit Union Membership 8. BB&T @ Work Program **_ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans_** **_tag#IND1_**