Roles And Responsibilites • Use SQL for creating queries and troubleshooting stored procedures. • Utilize SQL profiler to identify root cause. • Escalate cases when needed to Development and/or Level II or Level III Analysts for a resolution. • Document issues and their resolutions for future issues of the same nature. • If escalated to the Senior Analyst level, the Support Analyst I follow up on the issue for resolution and documentation. • A thorough knowledge of business practices in order to understand how the process of Higher Education industry workflow in student life cycle management. • Responsible for communicating to customers in non-technical and polite terms, how reports or data are being managed. • Work as a team with resources across different locations. • Work across disciplines and departments to solve complex problems. • Successfully lead remote online sessions for troubleshooting customer issues.