Grant Thornton LLP is the U.S. member firm of Grant Thornton International, one of the six global accounting, tax and business advisory organizations. Grant Thornton LLP specializes in serving mid-cap, small-cap and privately held clients, and is a preferred provider of selected non-audit services to selected markets. The firm's success is attributed to an adherence to its Guiding Principles of respect for firm policies and people, a commitment to integrity, professional excellence, and leadership in the accounting profession and the business community.

Grant Thornton LLP is an equal opportunity employer.

POSITION SUMMARY

The Customer Support Analyst is a member of the International Technology team in the Information Technology ( IT ) department. The Analyst will analyze, maintain, support and train on GTI ( Grant Thornton International ) applications. Key components of this position are technical analysis and positive customer service skills. The Analyst focuses on developing the Centra online learning tool. This position is based in Oakbrook Terrace, Ill.

ESSENTIAL DUTIES AND RESPONSIBILITIES
-Manage the Centra online learning tool.
-Document and recommend future enhancements to the Centra product line.
-Help further the understanding of the Centra product to the user community.
-Help users set up and manage meetings using the Centra product.
-Maintain production and development of GTI internet and intranet environments.
-Perform system administration of content management systems.
-Provide technical support on GTI systems and coordinate support needs with other divisions within the IT department.
-Provide excellent customer service to all GTI application users.
-Conduct testing and quality assurance work for products prior to release into the production environment.
-Document how operations resolve re-occurring user requests.
-Provide content publishing assistance for applying best practices of knowledge management, and internet and intranet use.
-Conduct exception reporting of issues and problems that arise from user support inquiries.
-Provide proactive response to identified training, technical support and customer service needs in line with the IT management and business guidelines.
-Communicate and coordinate user needs with firm management effectively.
-Maintain awareness of fiscal impact of technical operations and functions.
-Adhere to the highest degree of professional standards and strict confidentiality in matters that require discretion.
-Attend professional development and training sessions on a regular basis.
-Participate in special projects as needed by the GTI Technology Manager. Experience: QUALIFICATIONS AND REQUIREMENTS
-Bachelor?s degree in MIS, Communications, Higher Education, Development, or related field.
-1 to 3 years of experience handling customer requests.
-Significant experience in working with customers that are geographically dispersed world wide.
-Previous experience in the professional services or accounting industry a plus.
-Experience in any web statistics and reporting a plus.
-Experience with HTML, JavaScript, ASP ( Active Server Pages ), IIS ( Internet Information Server ), SQL Server, JSP ( Java Server Pages ), any content publishing software. Centra meeting / training software experience a plus.
-Excellent written and oral communications skills.
-Good training and presentation skills in individual and group settings.
-Ability to multitask with strong attention to detail.
-Ability to work with minimal supervision.
-Ability to integrate procedural steps and processes with technical requirements and system functions to ensure successful delivery of work.
-Project management skills including planning, requirements gathering, and project team coordination.
-Team-oriented, flexible, and able to work in an ambiguous and changing work environment.
-Ability to work additional hours as needed.

KEY PERFORMANCE MEASURES
-Advance the understanding of the Centra product.
-Advance the user experience using Centra.
-Provide excellent customer service to all customers and IT personnel.
-Effective training and support of user communities with web technologies and tools.
-Effective coordination of user needs and business requirements with others within the IT department and IT management.

OTHER INFORMATION ABOUT THIS POSITION
-Reports directly to: GTI Technology Manager
-Exempt: Yes
-Estimated percentage of travel: <5%
-Other: 100% in-office work arrangement required; pager required. In-frequent overtime required ( evenings / weekends ). To Apply to this job go to http://www.GadBall.com or click here