Support Analyst III

Job Duties and Qualifications

Under broad direction, provides remote technical support services to external and internal users of Landmark environment and applications on complex issues via telephone, email and electronic channels while adhering to Customer Support operational processes and best practices. Resolves the end useraposs service request by applying established problem solving techniques including trouble shooting, data quality review, replicating the end useraposs workflow, understanding how the software is functioning and then proposing solutions that allow the end user to achieve their objective and go beyond, to optimize the way they are using the software. Service requests involve any questions regarding installations, configurations, complex data formatting and complex application functionality/workflows. Escalates unusual, novel, or extremely complex issues to higher level Support Analysts as needed. The nature of the support services provided requires knowledge of multiple domain sciences and the use of software applications in more than one domain or across domains. Knowledge of domain software applications is acquired through previous experience (e.g., as a Support Analyst II), leveraging Halliburton knowledge base, and guidance of more senior analysts. Mentors Level I and Level II analysts. Requires an undergraduate degree and a minimum of 5 yearsapos experience. Concentration in geoscience, engineering, or computer science is preferred.