Beschreibung
FOR IMMEDIATE HIRE!
We are looking for a professional Technical Analyst or Support Technician. The Technical Support Analyst II Work Management System works with Help Desk, IT infrastructure teams, developers, testers, vendors and business users to ensure rapid resolution and thorough analysis of incidents. Activities include incident support, troubleshooting and testing to identify the possible cause of incidents; determining the appropriate course of action to resolve the issues with minimal business disruption, and establishing processes to ensure application availability. Responsibilities include installing and maintaining application in production and lower environments including new releases, enhancements and upgrades.
The Analyst will serve as liaison between departments and generate documentation in the support of various applications. The individual must be a strong communicator with experience in analysis, issue management, and technical troubleshooting. Technical experience and aptitude are also attributes that are necessary for success.
DUTIES
The primary purpose of this position is to provide first and second-tier applications support for the Work Management System Maximo EAM
The analyst will ensure resolution of Help Desk incidents in accordance with established standards, policies, procedures, configuration and guidelines for applications
Utilizes application knowledge to effectively troubleshoot, diagnose and resolve problems
Interfaces with Business Units, Help Desk, vendor and other IS/IT areas to ensure problem is resolved
Performs business process improvement, analysis strategy and operations, service, support, advisor, delivery and metrics for Work Management System, processes and applications
Assists Support Manager in developing/revising and documenting policies and procedures for supporting the Work Management System
Escalates inquiries to vendor to resolve system issues and acts as a liaison until problem is resolved
Adheres to established standards and procedures for Levels I and II Support for Work Management System
Coordinates and participates in any testing and quality checks centered on the resolution of Support issues