Technical Product Support and Implementation Analyst- KIS
Core
Technical Product Support and Implementation Analyst for ERP applications serving school districts and local governments, handling complex issues from intake to resolution and supporting implementations.
Role type
Senior IC Technical Product Support and Implementation Analyst
Builds
Production support resolutions, implementation checklists, test cases, and repeatable support procedures for finance, payroll, billing, and community development applications.
Domain
Public sector (school districts, local governments) + ERP/MultiValue software
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Software support, application analysis, data investigation, code reading (UniVerse/MultiValue), SQL/queries, integration (APIs, file exchanges), requirement translation, stakeholder coordination, documentation, troubleshooting, testing, adoption support
Preferred skills
Rocket UniVerse, UniData, MultiValue environments, financial reporting, general ledger, accounts payable/receivable, payroll, tax billing, utility billing, data conversion, reconciliation, REST APIs, JSON, XML, public-sector operations
Technologies
Rocket UniVerse, UniData, MultiValue, REST APIs, JSON, XML
Responsibilities
Own customer issues from intake through resolution including investigation, communication, escalation, testing, and documentation; Conduct structured discovery to clarify requests and define technical problems; Triage software and data issues by reproducing behavior and examining logs/code; Resolve data discrepancies and determine root causes; Translate business needs into technical requirements for developers; Coordinate delivery across customers, specialists, and developers; Support implementations, conversions, upgrades, and testing; Test software changes and integrations; Help customers connect applications via APIs and file exchanges; Support rollout and adoption by validating solutions; Create and maintain internal documentation and troubleshooting guides; Identify recurring issues and recommend improvements; Turn one-time solutions into repeatable procedures.
Seniority
Mid-to-Senior, hands-on IC