Technical Product Support & Implementation Analyst

About the role

Aspire Software seeks a Technical Product Support and Implementation Analyst to work directly with school districts and local governments using its ERP applications. The role bridges customer support, application analysis, data investigation, quality assurance, implementation and development, ensuring issues are resolved from initial report to final resolution.

Key responsibilities

• Own assigned customer issues from intake through resolution, including investigation, communication, escalation, testing, documentation and follow‑up.
• Conduct structured discovery with customers to clarify ambiguous requests, define technical problems and agree on success criteria.
• Tri­age software and data issues by reproducing behavior, reviewing settings, examining logs, code and records to identify root causes.
• Translate business needs into clear requirements, acceptance criteria and technical work for developers.
• Support implementations, conversions, upgrades, annual processing, testing and other customer projects.
• Create and maintain internal documentation, troubleshooting guides and customer‑facing instructions.

Required profile

• Professional experience in software support, application analysis, implementation, quality assurance or a similar technical customer‑facing role.
• Strong analytical skills and persistence to work through incomplete information and non‑reproducible issues.
• Ability to read and write code or scripts, understand data movement and validate targeted technical changes.
• Excellent spoken and written English with strong listening skills and confidence working directly with customers.
• Demonstrated ownership, organization, attention to detail and follow‑through across multi‑person issues.

Required skills

• Experience with Rocket UniVerse, UniData or other MultiValue application environments.
• Proficiency with REST APIs, JSON, XML and secure file‑transfer methods.
• Data conversion, reconciliation, imports, interfaces and report writing.
• Software testing, release validation and implementation project support.
• Ability to write queries, read dictionaries and support utilities in a MultiValue environment.