Key Responsibilities: Technical Support & Problem-Solving: Provide Tier 1 and Tier 2 support for correctional software systems used in correctional facilities. Triage, diagnose, log, and resolve software issues, system bugs, and performance concerns reported by correctional facility staff promptly. Assist with deployment, configuration, and upgrades of correctional software. Collaborate with QA and development teams to relay client feedback and reproduce bugs for resolution. Detect and document software bugs, system inconsistencies, and potential improvements. Maintain and update support documentation and knowledge base entries. Business Analysis Analyze client needs and translate them into technical requirements for the development team Identify opportunities for process improvement within correctional facility financial systems Create and maintain documentation of system workflows Facilitate communication between clients, developers, and other stakeholders Support the implementation of custom financial system solutions tailored to each prison's specific requirements Client Relationship Management Serve as the primary point of contact for correctional facility & business office staff experiencing system issues Provide training and support to facility users on software functionalities Assist clients with software issues, report generation, and data analysis Maintain positive client relationships by ensuring the timely resolution of critical software issues Communicate system changes and updates to clients in clear, non-technical language Manage support tickets, have regular client Support conference calls to deal with the open support issues with empathy, professionalism, and clear communication. Ensure client satisfaction by addressing pain points proactively and efficiently. Skills and Qualifications: Degree in Information Technology, Computer Science, Business Administration, or related field Proficiency in SQL, PL/SQL, Oracle database administration, and related technologies. Familiarity with the Oracle product portfolio, including databases, applications, and Java. Demonstrated problem-solving abilities and analytical thinking Excellent written and verbal communication skills Ability to explain technical concepts to non-technical users Requirements gathering and documentation skills Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
