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System Support Analyst

Posted 2 months ago

  • Expiry Date: 23 October 2021

Job Description:

  • The primary duty of the support analyst is responding to user queries and help requests, which can arrive by email, through the IT help desk, or over the phone. The support analyst gathers information related to incidents or issues, then determines the root cause of the problem and devises solutions to resolve the user’s issue. They also manage the flow of incoming support requests and escalate issues to other IT specialists. Support analysts maintain detailed records of user issues with software and hardware and use these notes to diagnose and repair complex problems. They may also provide these reports to the IT department to track problems reported by multiple users. Additionally, the support analyst may examine records of a user’s history of software or hardware problems and offer suggestions to prevent future issues. Finally, we are looking for a documentation skillset in this role as well.

Technical Skills

  • Atlassian

  • ServiceNow

  • Office365

  • SharePoint

  • Bootstrap, DevOps

  • Oracle

  • MySQL

  • SQL Server

  • MS Access

  • Git

  • MS Visual Studio

  • Lucid Chart

  • Windows and Testing Scripting knowledge, Documentation

Functional Skills

  • Web Development

  • Incident Management

  • ServiceNow Reporting

  • Requirements Gathering

  • Business Analysis and Design

  • Learning Management

  • Support Investigation

  • Documentation

  • Lifecycle Management

  • Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must have mastery of supporting and testing code across multiple browsers, platforms & DOM implementations as well as fantastic support investigation experience and documentation.

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

  • Apply analytical and problem-solving skills to incident management and requirements gathering

  • Excellent command of the English language, both verbally and written

  • Demonstrate & maintain attention to detail in all areas of their responsibilities

  • Troubleshoot and resolution of complex problems and equipment planning, procurement, configuration, and deployment

  • Support the end-user community with a customer service mindset that requires management of difficult or emotional customer situations, respond promptly to requesters needs, solicit feedback to improve service, and meet agreed-upon commitments

  • Develop training materials and facilitate training classes and/or establishes and maintains procedures and documentation for supported Automation products

  • Proactively identify issues and act upon them by owning an issue to its resolution

  • Highly motivated self-starter with the ability to create outstanding work while meeting tight deadlines for multiple projects

  • Ability to work independently and take responsibility for meeting deliverables within tight timelines.

  • Participate in all phases of Web application product development and deployment; develop new features per business requirements or enhancements that support existing applications

  • Passionate about technical documentation

Competencies 

  • Minimal Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

  • Must have detailed experience in ServiceNow/Atlassian and Office365

  • Must have experience with Documentation

Preferred Qualifications: 

  • Experience developing in: HTML, CSS, JS, .NET, C#

  • Experience with SQL

  • Experience with PowerShell

  • Education and/or Experience:  4+ years of experience as a business analyst or system support or an equivalent combination of education and experience is required 

  • Language Skills: The position requires the ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations. This position also requires the ability to write reports, business correspondence, and procedure manuals.  Lastly, this position will require the ability to effectively present information and respond to questions from groups of managers, employees, and clients. 

  • Mathematical Skills: This position must possess the ability to work with mathematical concepts such as probability and statistical inference, as well as the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 

  • Reasoning Ability:  Identifies & resolves problems in a timely manner, gathers & analyzes information skillfully, develops alternative solutions, works well in group problem-solving situations, and uses reason even when dealing with emotional topics. The position will also require the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  

  • Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  Specific vision abilities required by this job include close vision, and the ability to adjust focus. 

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.