Senior IT Support Analyst

Job Summary:

• IT Support Analyst will provide Level 2 Technical support to end users on various technical issues and problems related to digital applications.
• The candidate is responsible for responding to, documenting and resolving service tickets within defined SLA.
• The candidate must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members
• The Support Analyst will also perform root cause analysis, develop checklists for typical issues and recommend procedures and controls for problem prevention.

Responsibilities:

• Identifying, troubleshooting and providing solution for production incidents of moderate to high complexity. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services.
• Interface/co-ordinate with L1, L3 and other technical and non-technical support groups, provide assistance and guidance as required.
• Analyze and document user/application requirements
• Root cause analysis of problems/issues reported by clients/members
• Capable to communicate across multiple teams on day-to-day support operations.

Requirements:

• Two to five years of experience into functional side of applications (e.g. Testing, Business Analysis, etc.).
• Two to five years of experience in operations/production support role.

Must have:

• Skills to analyze and document requirements related to project/application
• Experience in supporting Customer facing Web applications,
• Troubleshooting skills to work on member issues and finding their root cause
• Excellent communication skills to collaborate with Technical/Business teams
• Should be a good team player
• Eagerness to work-upon/learn new applications and tools
• Capability to understand/learn without much external help
• Service Now
• SOAP UI
• SQL Developer

Tools:

• Service Now - use as ticketing system
• SOAP UI
• Splunk
• SQL Developer
• Rally (preferable)

Technologies:

• SQL
• JAVA, WebServices (preferable)

Preferable Skills:

• Functional knowledge of Member Portal/Mobile applications
• RxClaim knowledge
• JAVA coding/debugging skills

Qualifications:

• Experience level: Experienced
• Minimum 5 years of experience
• Education: No Degree Required

Skills:

• Service Now
• SOAP UI
• JAVA
• SQL Developer
• Splunk