Position Title: Technical Analyst
Location: Dallas, TX, 75240 (4 days onsite, after 3 months needs to support on Saturdays as well, sometimes)
Duration: 12 Months (possibility of extension or conversion)
Description:
• Provides technical assistance to first-tier support teams, hotel partners, and stakeholders to investigate internal application, platform, and connectivity system functionality issues
• Applies technical knowledge and uses troubleshooting principles to resolve app and system disruptions
• Identify, research, test, and escalate technical bugs to product teams for resolution
• Assists Network Operations Center (NOC) with incident investigation by liaising between product teams and affected users or partners, gathering and documenting necessary information to work towards resolution
• Perform regular root cause analysis to identify and recommend technical solutions to complex problems to prevent repetitive issues
• Develop as subject matter expert in focused technical area and assist Technical Solution Managers with tasks/projects
• Utilizes whole systems approach to analyzing issues by ensuring all components (structure, people, process and technology) are identified and accounted for
• Collaborates with team members to co-develop and solve problems.
• To be able to support any new technology projects that have been assigned to the technical solutions and tools team
• Contribute to post-mortems on outages, learning and sharing opportunities
• Triage for Tech development teams/Bug Triage
• To be able to assist team members in creating routine technical communication materials for example and not limited to: presentations, guidelines and policies
2-3 values or traits that are important to this role
Technical research and data analysis, self-motivated learner, perform in high visibility/high-pressure situations, proficient Windows OS navigation skills and knowledge of software troubleshooting processes.
3-4 functional activities the resource should be capable of
Develop an in-depth understanding of the connectivity platform APIs as well as the related business impacts. Work closely with hotel partners and internal customers for resolution and escalation. Provide technical support resolving complex issues with partners' connectivity systems and maintain operational service levels. Coordinate with internal support and product teams to escalate technical issues
Technical skills will successful candidates possess
1. Proven experience in a professional or academic analytical role involving strong investigative and analytical skills in a technology environment.
2. Excellent interpersonal abilities along with good oral and written communication skills. Candidates must possess the ability to demonstrate an understanding of an issue and be able to effectively communicate technical information to non-technical parties.
3. A passion for customer service and above-average patience and diplomacy.
4. Capacity to work independently with minimum supervision and coordinate work within the team.
5. Has a broad understanding of observability and operational tools.
6. Has a foundational understanding of software testing principles and troubleshooting.
7. Gathers pertinent information about a problem by analyzing data and patterns and identifying underlying issues, including identifying solutions to prevent issue recurrence and root cause analysis.
8. Ability to understand moderately complex systems and self-manage investigations into functionality disruptions.
9. Leads small, well-defined technical projects focusing on cross-functional collaboration.
10. Identifies opportunities for process and continuous improvement. Regularly participates in feedback and group discussion.
Industry-specific experience that would separate one candidate from another?
Basic knowledge and understanding of hotel connectivity systems using APIs. Experience in hospitality management and customer service.
Who you are
• Bachelor's Degree or equivalent experience and 2+ years of technical analysis experience in a customer support environment or related field; or equivalent related professional experience
• Exposure to Agile scrum structure and project tracking tools like Atlassian JIRA
• Review and understand defects by doing User Acceptance testing and translate those into actionable items.
• 2+ years of experience in an analytical role involving strong research and solution design skills in a technology environment.
• A solid understanding of web technology, especially an analytical understanding of XML and web services.
• Aptitude for data analysis: Excel macros, Python, basic concepts of SQL and ideally a practical knowledge of databases.
• Excellent interpersonal abilities along with good oral and written communication skills.
• A passion for customer service and above-average patience and diplomacy.
• Capacity to work independently with minimum supervision within a remote office and coordinate work within the team.
• Proficiency in Microsoft Word and Excel and usage of the Internet.
• Ability to work and thrive in a multitasked, fast-paced environment.
• Conscientious, quick learner, adaptable, and strong team player.
• Preferred experience working with connectivity solutions.
• Proficient SQL experience preferred.
• Solid understanding of Splunk, Kibana, and Grafana also preferred
About Us: Established in 2004, SPECTRAFORCE ® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at:
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE , your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE , we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.