IT Service Support Analyst

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

This is a remote position. However, the candidate must currently reside in North Carolina and remain in the state for the duration of the engagement.

The Service Support Analyst will play a key role in Incident Management and Change Management, handling incidents, assisting management, and providing seamless business support for FACS. This role is responsible for executing Service Level Agreements (SLAs) for FACS operations and maintenance. The primary focus is addressing immediate business needs and supporting triage and incident resolution.

This role will participate in planning, analysis, solution design, implementation, and ongoing support for technical application integrations, software maintenance, and application support across multiple application tiers (System Integration, QC/UAT, and Production). The position also supports various facilities maintenance business areas.

Key Responsibilities:

• Support all Operations and Maintenance activities.
• Assist with technical work efforts and ensure customer deliverables are met.
• Support software solution delivery using SDLC methodologies.
• Contribute to system documentation from initiation through implementation.
• Support testing of FACS solutions, serving as a tester when needed.
• Support the application support team in testing operations and maintenance initiatives.
• Work across multiple business areas and technical initiatives as assigned by the Enterprise Services Manager/Supervisor.
• Collaborate with other IT disciplines to coordinate incident and change management functions across application tiers.
• Assist the Incident Lead with software solution delivery.
• Investigate problems and requests to determine appropriate actions for resolution.
• Create site-specific help guides such as Knowledge Base (KB) articles in ServiceNow.
• Provide support for User Acceptance Testing (UAT) and user training.
• Contribute to test documentation including test strategies, test cases, defect reports, and test summaries.
• Communicate and provide status updates on work progress.

Minimum Education and Experience (Preferred):

• Bachelor’s degree in Computer Science, IT, or a related field, with 3 years of progressive experience in distributed software services and enterprise software environments;

OR

• Associate degree in Computer Science, IT, or a related field, with 4 years of relevant progressive experience;

OR

• High School diploma or GED, with 7 years of experience in distributed software services and enterprise software environments;

OR

• An equivalent combination of education and experience.

Job Type: Contract

Pay: $35.00 - $41.00 per hour

Expected hours: 40 per week

Application Question(s):

• What is your expected hourly pay rate?

Experience:

• User acceptance testing: 3 years (Preferred)
• ServiceNow: 3 years (Preferred)

Work Location: In person

Salary : $35 - $41