Software Support Analyst

Pittsburgh, PA
Full Time
Global Operations
Mid Level

Innovative Systems is one of the world’s most trusted providers of best-of-breed data quality and compliance solutions is looking for a talented Software Support Analyst. You will support clients in North America and other parts of the world. This role will allow for flexible hybrid work schedule.

Named a Top Workplace in Pittsburgh for the last 5 consecutive years, Innovative has a long-standing reputation for superior customer satisfaction and solutions that are fast, accurate, and scalable. FinScan®, one of our most recognized products, is used by our clients in over 60 countries to identify potential money laundering and terrorist financing threats – helping to keep us all - a bit safer.

What you will do

This is a multi-faceted role in which you will combine your analytic, technical, and people skills to keep our customers happy while also assisting our developers and implementation consultants with projects requiring strong technical acumen. Excellent communication skills are needed. 

As a Software Support Analyst, you will use problem-solving, communication, and programming skills. You will learn our product suite inside and out positioning you for a range of great career choices.  You will combine this knowledge with your technical skills to provide superior assistance and resolution to customer inquiries that arise by email or phone.  The issues you handle will vary from simple to the complex and multi-layered requiring:

  • analysis, investigation and trouble-shooting of software and system functionality, integrations, product feature-function and adoption issues
  • creation and development of SQL scripts and other custom software processes
  • collaboration with other teams and departments to assist with quicker issue identification and resolution and to provide them with customer insights that aid in development of bug fixes, new product functionality and features.

You will not be bored! You'll find variety and interesting new challenges each day enabling you to continually grow your skills as you interact and learn from other teams. Unlike traditional support roles, at Innovative you get to:

  • perform simple product installations – providing a pathway into professional services or hosted consulting, pre-sales, engineering, product management and more!
  • write knowledge-base documentation and assist with expansion of our self-service portal and customer happiness by helping to develop of top-notch training modules and videos. 
  • provide insights that will be used to improve existing solutions and plan those of our next generation

Requirements we need you to have

We will grow your skills, but there are some things you need to have for starters:

  • Bachelor’s degree in a STEM concentration such as computer science,  information systems, engineering, mathematics, science, or other related concentration
  • Programming skill with one or more programming languages such as C, C++, C#, .Net, Java, JavaScript, HTML, XML and/or
  • Experience with SQL databases and SQL programming language
  • Highly analytic with strong problem-solving  and creative thinking skills
  • Excellent verbal and written communication skills.  Expertise with languages is a plus.
  • Willingness to be on call after hours in customer support rotation (very minimal)

It's a plus if you to have

  • Prior experience in a customer or technical support role
  • Using SQL in a work environment
  • Knowledge of regulatory risk and compliance
  • Multi-lingual skill set (English, Spanish, Portuguese, French, German, Arabic are just a few we utilize)


The Software Support Analyst role is based out of our  World Headquarters located in Pittsburgh, PA and allows for flexible, hybrid work schedule with most team members typically working one (1) day per week in the Pittsburgh office. 

About us - we give you

First of all - we take time to learn about you.  There are no robots or machines that are screening your resume for key words.  Next - we provide lots of challenge and chances for growth, a competitive salary, lots of time off, 401K + match, health, dental, vision, and more.  We also know how to do – fun!

Our people are a diverse, multi-cultural bunch! You will find friends here and in our offices abroad.  You’ll always have someone to help out and to hang out with!  

Innovative is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.





Apply for this position

Apply with Indeed
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status

Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 5/31/2023
Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*