Service Support Analyst - Expert Normal

Job Description

The Service Support Analyst is a senior level resource working with the Enterprise Services Manager supporting Incident and Change Management services for the Operations and Maintenance on the Facilities Access Control System(FACS) / Genetec.

The Service Support Analyst role will be part of the Incident Management and Change Management effort handling incidents by assisting the NCDIT Manager / Supervisor, providing seamless business support in FACS and executing the Service Level Agreement (SLA) for FACS operations and maintenance. The focus will be to address the Customer's immediate business and assist with the triage & resolution of incidents. This position will be part of the Agency Planning, Analysis, Solution Design, and Implementation, and support continuous technical application integrations, software maintenance and application support leadership across the application tiers (System Integration, QC (UAT) & Production) for the Building Services Unit supporting the Division of Highway's Facilities Maintenance Business Area. This resource will assist the Enterprise Services Manager / Supervisor with :

• Support all Operations and Maintenance activities
• Support the technical work efforts and ensure customer deliverables are met
• Provide support with the delivery of software solutions for our business stakeholders utilizing the Software Development Life cycle methodology (SDLC)
• Contribute to system documentation that supports the designed application from initiation to implementation
• Support the testing of FACS solutions by serving as a tester

The Service Support Analyst position will also serve the application support team, testing the operations and maintenance initiatives. This position will work on various work streams focusing on the NCDMV business areas as well as any other initiatives defined by the Enterprise Services Manager / Supervisor. The resource will be expected to document technical initiatives across DMV and DIT in various capacities :

Minimum Education and Experience Preferred :

Bachelor's degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and three years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

(OR)

Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and four+ years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

(OR)

High School or General Education Development (GED) diploma and seven+ years of experience in a distributed software services and working across enterprise software environment(s) or equivalent; or an equivalent combination of education and experience

The Service Support Analyst role will be part of the Incident Management and Change Management effort handling incidents by assisting the NCDIT Manager / Supervisor, providing seamless business support in FACS and executing the Service Level Agreement (SLA) for FACS operations and maintenance. The focus will be to address the Customer's immediate business and assist with the triage & resolution of incidents. This position will be part of the Agency Planning, Analysis, Solution Design, and Implementation, and support continuous technical application integrations, software maintenance and application support leadership across the application tiers (System Integration, QC (UAT) & Production) for the Building Services Unit supporting the Division of Highway's Facilities Maintenance Business Area. This resource will assist the Enterprise Services Manager / Supervisor with :

The Service Support Analyst position will also serve the application support team, testing the operations and maintenance initiatives. This position will work on various work streams focusing on the NCDMV business areas as well as any other initiatives defined by the Enterprise Services Manager / Supervisor. The resource will be expected to document technical initiatives across DMV and DIT in various capacities :

Minimum Education and Experience Preferred :

Bachelor's degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and three years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

(OR)

Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and four+ years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

(OR)

High School or General Education Development (GED) diploma and seven+ years of experience in a distributed software services and working across enterprise software environment(s) or equivalent; or an equivalent combination of education and experience

Requirements

Skill

Required / Desired

Amount

of Experience

Good understanding / knowledge of all applications development, maintenance and support across an IT enterprise

Highly desired

Years

IT experience in a distributed client / server or web services environment or equivalent experience in the IT Profession

Highly desired

Years

Service / Help desk experience / knowledge for software support with the preference of ServiceNow or an equivalent software solution

Highly desired

Years

Ability to create and maintain required documentation. This includes documenting customer requirements, design flows and systems flows

Desired

Years

Understanding of the Best practices and standards for application processes and security measures to prepare documentation

Desired

Years

Knowledge of specialized computer programming languages; and of coding processes and security measures.

Highly desired

Years

Ability to evaluate and analyze existing applications and define problems effectively to make recommendations

Highly desired

Years

Under the direct supervision of the IT Manager / Supervisor, provides support and assistance to users in the use of hardware, application s / w, n / w, etc.

Desired

Years

Support network administration (including hardware and software installation, configuration) as necessary to improve and maintain the IT Systems

Desired

Years

Written and verbal communications are clear, concise and achieve intended objectives contributing to Knowledge Base and Technical Document

Highly desired

Years

Provide both on site and telephone support assistance to systems, equipment, and end users; focus on end-user's support, routine maintenance

Desired

Years

Basic Knowledge and understanding of software code maintenance, configuration review and SDLC

Desired

Years

Basic Knowledge of SQL Server with the ability of writing SQL queries to perform data extracts

Desired

Years

Basic Knowledge of office applications (i.e., MS Excel, MS Word, MS Project, MS Visio, and PowerPoint)

Highly desired

Years

Written and verbal communications are clear, concise and achieve intended objectives

Highly desired

Years