Systems Analyst at TransCore LP in Union, New Jersey

Job Description:

TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking full-time Systems Analysts to join our team in Union, New Jersey.

Job Summary:   The Systems Analyst will provide technical support for our Infinity product suite.  

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Taking ownership of customer issues reported and seeing problems through to resolution.


• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.


• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.


• Provide technical support regarding our products, research and identify to our customers experiencing usage or performance-based issues.


• Validate completion of all backend processing jobs.


• Assess performance requirements associated with system and hardware processing.


• Respond to email and phone communication (both internal and external) to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.


• Using available tools, ascertain the root causes to identified issues. Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or next tier level support staff.


• Log and track calls to resolution and maintain history records and related problem documentation. Attention to detail both in communications and monitoring requirements for production systems.


• Maintain an exceptional level of service and adhere to contractual customer performance requirement. Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service.


• As required and instructed by management, identify trends, causes and effects, etc. and recommend enhancements to better or outperform Key Performance Indicators (KPI).


• As required and instructed by management, assess internal reports to spot system shortcomings and/or recommend system maintenance to mitigate performance degradation.


• Identify problems to efficiently mitigate system downtime.


• Perform data analytic for all functional areas in real time, quickly and accurately identify issues, issue timely alerts to key personnel, and follow through to ensure the issues are properly resolved and documented.


• Log and track calls to maintain accurate historical records.


• Maintain an exceptional level of service and adhere to required customer performance requirements to keep the department contractually compliant.


• Prepare accurate and timely reports.


• Document technical knowledge for continuous support


• Anticipated shift schedule: needs to be available to cover 8am – 5pm, 2pm – 11pm, Sun – Thu, Mon – Fri, Tue - Sat

Required Skills & Experience: 

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role


• Hands-on experience with Windows/Linux OS environments and database


• Good understanding of computer systems, mobile devices and other tech products


• Ability to diagnose and troubleshoot basic technical issues


• Familiarity with remote desktop applications and help desk software (eg. Zendesk)


• Excellent problem-solving and communication skills


• Ability to provide step-by-step technical help, both written and verbal


• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Education:  High school diploma or general education degree (GED) required

Desired Skills & Experience: 

• Post High School education in a technical or analytical field preferred.

Software