Product Support Analyst

General Position Summary
The Space Needle is looking for a Support Technician to join their technology team. As a Product Support Analyst, you will be responsible for working on the support, troubleshooting, training, and gathering user requirements for customer facing applications.
Space Needle’s Customer Facing Applications encompasses customer facing systems (e.g. Ticketing, Retail Inventory & POS, Food & Beverage Management & POS, and Android & iOS Mobile Apps.
This role works closely with the business to understand their needs and consult with them on how to best use technology to enable the business. The role will also work closely with other product support analysts, product managers, and the various business units at Space Needle.
This position supports the Space Needle LLC and Center Art LLC/Chihuly Garden and Glass’s organization by exhibiting the following behaviors: integrity, discretion, professionalism, leadership, humility, respect, accountability, and team building.
Essential Duties and Responsibilities:
1. Be the Subject Matter Expert. Become the resident system expert across all aspects of the system from configuration through usage and user experience. Support external enterprise customers and internal users.
2. Document procedures and processes. Work with the business and end-users to identify areas where further documentation and/or training may be necessary.
3. Contribute to the Roadmap. Work with the Product Managers to influence the roadmap and plan investments to improve the performance and usability of the system.
4. Conduct End-User Training. Work with the business and end-users to develop and execute end-user training as needed.
5. Troubleshoot and determine root cause analysis. Responsible for analysing identified issues and determining their root cause including training, configuration, data, or bug fixes.
6. Triage and prioritization of issues. Work with the end user community and the leadership team to prioritize and triage issues identified.
Education, Experience and Skills Required:
1. 2+ years of hands on working experience with computer hardware and peripherals in a corporate environment
2. Minimum of an Associate’s Degree or comparable work experience. Bachelor’s Degree is preferred.
3. Strong communications and organizational skills with attention to detail and able to follow written and verbal instructions
4. Exceptional proficiency to prioritize multiple tasks and handle last-minute changes
5. Thorough follow up on all directives
6. Intermediate proficiency of Microsoft Office 2013, 2016 and Microsoft Windows 7, 8 and 10
7. Be able to effectively communicate simple to complex solutions to users of all skill levels
8. Candidate must demonstrate excellent internal service and interpersonal skills
The Space Needle symbolizes the innovative and forward-thinking spirit of Seattle. Our Team Members reflect our inclusive city, diverse country, and multicultural world. As an equal opportunity employer, we make all employment decisions without regard to race, color, religion, age, sex, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, physical, or mental disability, military status, political ideology, genetic information, or any other status protected by local, state, or federal law. All Team Members and potential Team Members who apply for an opening will be considered without regard to these factors. We carefully screen applicants based on qualifications such as their training, education, skills, aptitude, experience, and previous work record.

Job Type: Full-time