This position is responsible for investigating, documenting and analyzing customer issues with MCG work products, using all available resources and capabilities to quickly resolve issues while utilizing excellent troubleshooting skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Knowledge and awareness of MCG products and how customers use them

· Understands and conceptualizes applications from technical/programming and business perspectives

· Understanding of MCG work products and architecture (database, user interface, etc)

· Ability to diagnose, troubleshoot, determine root cause and resolve application issues of varying complexity.

· Collaborates effectively with stakeholders (App Support 1 team, Energy Product Analysts, Account Coordinators, Project Coordinators, Developers, Customers, etc.)

· Applies effective customer service and teamwork practices at all times.

· Support of MCG products and issue resolution during business hours.

· After hours support of MCG products and issue resolution.

· Maintain work item tracking and resolution follow-up

· Documenting work items in tracking tool (e.g., TFS) for tracking, closure, measurement and analysis

· Technical:

o SQL scripts

o Configuration setup

· Adheres to department policies pertaining to ongoing training and development, communication, confidentiality, security, attendance, time reporting, scheduling, and other areas.

· Other duties as assigned.

QUALIFICATIONS:

This individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Required Technical Skills:

· TSQL (including stored procedures, indexing, triggers and cursors)

· Sound understanding of software development principles and lifecycle activities

· Strong ability to navigate existing code/architecture, diagnose and troubleshoot, determine root cause and resolve issues

Other Desirable Skills:

· C# .NET

· XML

· TFS

· Experience in the energy markets

Leadership Skills:

· Effective verbal and written communication skills

· Strong interpersonal skills

· Problem solving expertise

EXPERIENCE:

Minimum of 7-10+ years of related experience in TSQL application support or TSQL application development. Ability to demonstrate effective written and oral communication and organization skills.

SUPERVISORY RESPONSIBILITIES:

This position will have application support responsibility and normally will NOT supervise others in the department.

PHYSICAL DEMAND:

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is required to sit, stand, walk, communicate with other employees, and work with computers. Specific vision abilities required by this job include close vision and the ability to adjust and focus.

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