Service Support Analyst - Expert

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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