Harris Computer Systems

Support Analyst, Reports

5 months ago
Job ID
Advanced Utility Systems
Client Support
Supervisory Role
Percent of Travel Required

Position Overview



Advanced Utility Systems is seeking a Support Analyst, Reports  to provide technical application support to customers which will involve answering complex questions on the function and usage of our products.   The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s).  They will also be responsible for performing application upgrades for clients, contributing to a knowledge base and supporting user forums. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between company and customer.  In this role, you will work closely with the Manager and Director of Customer Service, and be supported by a great team, in providing exceptional customer service and development support.

Primary Functions

  • Operate as a frontline, primary support liaison between Advanced and our clients
  • Effectively respond to and resolve inquiries of both a product and technical nature received by telephone or electronically submitted tickets
  • Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
  • Report detailed information within the issue tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
  • Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
  • Maximize and maintain current knowledge and awareness of applications and related technologies
  • Other duties as assigned by management.


To meet this challenge you must possess a high level of initiative and energy as required to succeed in a fast-paced evolving environment, as well as several of the following skills:


  • Possess exceptional verbal and written communication skills
  • Report writing skills and knowledge of Crystal Reports
  • Experience with report writing tools (MS SQL Server, Crystal Reports, MS Access)
  • Must be proficient with SUM, COUNT, GROUP functions
  • Familiarity with shared variables and sub-reports is an asset
  • Sound understanding of API and web services technologies and functions
  • Knowledge of MS-SQL and Oracle and the ability to perform complex queries, data conversions, table and schema refreshes, and data and file cleanup
  • Sound knowledge software troubleshooting techniques with a high focus on first call resolution
  • Ability to interpret requirements, and recommend solutions that best address clients' needs
  • Excellent analytical, research and problem solving skills
  • Strong ability to multi-task and prioritize work effectively
  • Exceptional attention to detail and the ability to grasp concepts quickly
  • Occasional travel may be required (potentially as much as 25%)
  • 5+ years proven experience working within a software support environment, in a progressive capacity
  • College Diploma in Computer Science or equivalent industry experience is preferred.

Company Overview

Advanced Utility Systems is the leader and most progressive utilities software company in North America. As one of the largest providers of water, electric and natural gas utility software, Advanced Utility Systems offers an all-encompassing suite of integrated systems from billing to service management with a long-term commitment to the utilities industry, through investment in its employees, new products, new technologies, and continuous improvement.

Advanced Utility Systems is the third largest division within Harris Computer Systems, a Constellation Software Inc. operating group. Constellation Software Inc. is the premier international provider of vertical market software, with offices and customers in over 30 countries, generating consolidated revenues in excess of US $210 million. Publicly traded and comprised of over 14,000 customers, Constellation Software Inc. has a mission to acquire, manage and build an exceptional and diverse portfolio of companies, selling software products to help customers achieve their goals and objectives.

Harris is an equal opportunity employer.


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