Overview
Skills
Job Details
Title: Service Support Analyst - Expert
Location: Raleigh, NC - Remote
Description:
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. The Service Support Analyst role will be part of the Incident Management and Change Management effort, handling incidents by assisting the Client Manager/Supervisor, providing seamless business support in FACS, and executing the Service Level Agreement (SLA) for FACS operations and maintenance. The focus will be on addressing the customer s immediate business needs and assisting 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 Highways 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 Client DMV 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 distributed software services and, working across enterprise software environments (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 environments (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
Required / Desired Skills
Skills | Level of Experience | Year of Experience |
Good understanding/knowledge of all applications development, maintenance, and support across an IT enterprise |
| Proficient |
IT experience in a distributed client/server or web services environment, or equivalent experience in the IT Profession |
| Expert |
Service/Help desk experience/knowledge for software support, with a preference for ServiceNow or an equivalent software solution |
| Expert |
Ability to create and maintain required documentation. This includes documenting customer requirements, design flows, and systems flows |
|
|
Understanding of the Best practices and standards for application processes and security measures to prepare documentation |
|
|
Knowledge of specialized computer programming languages and of coding processes and security measures. |
|
|
Ability to evaluate and analyze existing applications and define problems effectively to make recommendations |
|
|
Under the direct supervision of the IT Manager/Supervisor, provides support and assistance to users in the use of hardware, applications, s/w, n/w, etc. |
|
|
Support network administration (including hardware and software installation, configuration) as necessary to improve and maintain the IT Systems |
|
|
Written and verbal communications are clear, concise, and achieve intended objectives, contributing to the Knowledge Base and Technical Document |
|
|
Provide both on-site and telephone support assistance to systems, equipment, and end users; focus on end-users support, routine maintenance |
|
|
Basic Knowledge and understanding of software code maintenance, configuration review, and SDLC |
|
|
Basic Knowledge of SQL Server with the ability to write SQL queries to perform data extracts |
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Basic Knowledge of office applications (i.e., MS Excel, MS Word, MS Project, MS Visio, and PowerPoint) |
|
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Written and verbal communications are clear, concise, and achieve intended objectives |
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