Position Overview: As an Application Analyst specializing in the ticketing system, you will play a pivotal role in optimizing our operational efficiency and delivering exceptional service to our clients and internal stakeholders. You will be responsible for understanding the unique requirements of our Timeshare Sales, Marketing, and Property Management divisions, configuring the ticketing system to meet those needs, and providing ongoing support to ensure smooth operation.
Key Responsibilities:
- System Configuration and Customization:
- Collaborate closely with departmental stakeholders to understand their specific requirements for ticketing system functionalities.
- Customize and configure the ticketing system to align with the unique workflows and processes of Timeshare Sales, Marketing, and Property Management divisions.
- Implement automation and integration solutions to streamline processes and enhance productivity across departments.
- User Support and Training:
- Provide comprehensive user support for the ticketing system, addressing technical issues and resolving inquiries promptly to minimize downtime.
- Develop and conduct training sessions for end-users to ensure proficient utilization of the ticketing system and maximize its effectiveness.
- Create user-friendly documentation and guides to facilitate smooth navigation and adoption of the ticketing system.
- System Maintenance and Upgrades:
- Perform routine maintenance tasks to uphold the stability and performance of the ticketing system, including monitoring system health and troubleshooting errors.
- Collaborate with IT and external vendors to plan and execute system upgrades, patches, and migrations as necessary, ensuring minimal disruption to operations.
- Stay abreast of industry best practices and emerging technologies to continually enhance the capabilities of the ticketing system.
- Data Analysis and Reporting:
- Utilize data analytics tools to analyze ticketing system data, identify trends, and derive actionable insights to optimize system performance and user experience.
- Generate comprehensive reports and dashboards to provide stakeholders with visibility into system usage, ticket resolution times, and client satisfaction levels.
- Work collaboratively with cross-functional teams to leverage data-driven insights for continuous improvement initiatives.
- Migration Planning and Execution:
- Participate actively in the evaluation and planning process for migrating to Zendesk or any other ticketing system, leveraging your expertise to ensure a seamless transition.
- Contribute to the development of migration strategies, timelines, and risk mitigation plans, considering the unique needs of Timeshare Sales, Marketing, and Property Management divisions.
- Assist in executing the migration process, coordinating closely with stakeholders to ensure minimal disruption and optimal utilization of the new ticketing system.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience (X years) working as an Application Analyst or similar role, preferably in a fast-paced, high-growth environment.
- Strong proficiency in configuring, customizing, and supporting ticketing systems, with experience in open-source systems and familiarity with Zendesk preferred.
- Excellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions effectively.
- Exceptional communication and interpersonal skills, with a track record of collaborating effectively with diverse stakeholders.
- Solid understanding of Timeshare Sales, Marketing, and Property Management operations and processes would be advantageous.
- Certification in Zendesk or relevant credentials would be a plus.
Benefits:
- Competitive salary package reflective of experience and skills.
- Comprehensive benefits package, including health insurance, retirement plans, and generous paid time off.
- Opportunities for professional development and career advancement within a rapidly growing company.
- Dynamic and collaborative work environment with exposure to diverse projects and initiatives.
How to Apply: Interested candidates should submit their resume and cover letter outlining their qualifications and relevant experience to [HR Contact Information]. Please include "Application Analyst (Ticketing System)" in the subject line of your email. We appreciate all applications, but only candidates selected for an interview will be contacted.
Equal Opportunity Employer: We are committed to creating a diverse and inclusive workplace and welcome applications from qualified individuals regardless of race, ethnicity, gender, sexual orientation, age, disability, or veteran status.
