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Cynet Systems
Service Support AnalystCynet Systems • Raleigh, NC
Service Support Analyst

Service Support Analyst

Cynet Systems • Raleigh, NC
30+ days ago
Job type
  • Full-time
Job description

Job Description:
  • The Service Support Analyst is a senior-level resource supporting Incident and Change Management services for Operations and Maintenance on the Facilities Access Control System (FACS)/Genetec.
  • The role focuses on supporting the Enterprise Services Manager by assisting with incident handling, change management, and ensuring seamless business support.
  • The analyst will contribute to technical planning, analysis, solution design, implementation, system integration, testing, and ongoing maintenance across multiple application tiers.
  • The position also supports continuous application integrations, software upkeep, documentation, and testing activities for FACS and the Building Services Unit.
Responsibilities:
  • Support all Operations and Maintenance activities.
  • Support technical work efforts and ensure customer deliverables are met.
  • Assist with the delivery of software solutions using the Software Development Life Cycle (SDLC).
  • Contribute to system documentation from initiation through implementation.
  • Support testing of FACS solutions by executing test activities.
  • Coordinate incident management and participate in change management processes across application tiers.
  • Collaborate cross-functionally with multiple IT disciplines.
  • Investigate problems and service requests to determine appropriate resolutions.
  • Contribute to site-specific help guides, including Knowledge Base articles.
  • Provide support for testing and training for User Acceptance with business partners.
  • Contribute to test materials including test strategies, test cases, defect reports and test summaries.
  • Communicate and provide status updates on work progress.
Experience:
  • Three years of progressive experience in distributed software services and enterprise software environments with a bachelor’s degree.
  • Four+ years of progressive experience in distributed software services and enterprise software environments with an associate degree.
  • Seven+ years of experience in distributed software services and enterprise software environments with a high school diploma or GED.
Qualification And Education:
  • Bachelor’s degree in computer science, IT, or a related technical field; or
  • Associate degree in computer science, IT, or a related technical field; or
  • High School diploma or GED with equivalent experience.

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Service Support Analyst • Raleigh, NC

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