IT Support Analyst

The IT Support Analyst position will be responsible for supporting the application operations, incident response and ServiceNow administration functions at Talen. The position will be part of a team that will share this responsibility. The successful candidate will demonstrate excellent problem-solving skills along with solid communication skills, a broad range of technical knowledge, and the ability to work as part of a team. As the position covers a range of different responsibilities, a well-rounded set of skills and experiences is preferred.

Job Duties/Responsibilities

Application Operations

• Assist with promoting code changes between environments using Azure Dev Ops.
• Assist with promoting database changes between environments by executing database scripts.
• Perform file migrations and any other tasks required to support application promotions.
• Install certificates as needed to support Talen applications.
• Manage high privileged account passwords for critical applications.
• Assist with monitoring changes being made to production servers and database that support critical applications.
  
  
  

Incident Response

• Categorize and evaluate the priority of incoming tickets in the Incident Response queue
• Perform the initial investigation and diagnosis of the issue
• Gather additional relevant details if needed
• Escalate unresolved problems to appropriate support group following proper handoff procedures
• Provide after-hours support as part of a team rotation
  
  
  

ServiceNow Administration

• Manage the ServiceNow incident queue, resolving issues in a timely manner.
• Develop and configure ServiceNow enhancements/configurations based on business requirements.
• Install new versions of ServiceNow in all application environments as needed and remediate any issues that may occur because of those upgrades.
  
  
  

Educational Requirements:

• High school diploma or GED and 5 years’ experience working in IT.
  
  
  

OR

• Associate degree in a technology related field and 2 years’ experience working in IT.
  
  
  

OR

• Bachelor’s degree in a technology related field.
  
  
  

Minimal Qualifications:

• Strong written and verbal communication skills.
• Ability to effectively work with business users and IT to resolve issues.
• Excellent problem-solving skills.
• Must be a self-starter that is motivated to help others.
• Desire to work in a corporate environment as a part of a team.
• An ability to troubleshoot complex issues and get to the root cause of a problem.
  
  
  

Preferred Qualifications

• Experience with Service Management processes, such as Incident Management, Knowledge Management, and Change Management.
• Experience working with databases writing queries and executing scripts.
• Experience working with Amazon AWS.
• Experience working with Azure Dev Ops.
• ServiceNow certifications, particularly in the area of system administration.
• Experience working with the ServiceNow application.
  
  
  

Note: You will have an opportunity to add attachments to your application. Please use this opportunity to upload your resume, cover letter, and any relevant documents .