What are the responsibilities and job description for the Service Support Analyst - Expert Normal position at HighCloud Solutions?
Title: Service Support Analyst - Expert Normal
Location: Raleigh, NC (Remote)
Duration: 12 Months
Interview Type: Either Webcam Interview or In Person
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:
- Work cross-functionally and collaborate with other IT disciplines to primarily coordinate all incident management and some portion of change management functions across the application tiers
- Support all Operations and Maintenance initiatives and assist the Incident Lead with the delivery of software solutions
- Investigate problems and other requests for the application support team to determine appropriate actions to be taken to solve these problems
- Contribute with the creation of site-specific help guides like Knowledge Base (KB) articles in ServiceNow
- Provide support for the testing and training for User Acceptance with business partners
- Contribute to test materials required to satisfy business requirements including test strategy, test cases, defect reports and test summary
- Communicate and provide status on work progress
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