Service Support/Desktop Support Analyst

Job ID: NC-780316

Remote/Local Service Support/Desktop Support Analyst (12+) with ServiceNow, SQL Server, MS Project/Visio, networking experience

Location: Raleigh NC (NCDOT)
Duration: 12 Months
***This is a remote position. However, the candidate must currently live in NC and stay in NC for the duration of the engagement.

Skills:
Good understanding/knowledge of all applications development, maintenance and support across an IT enterprise Highly desired 3 Years
IT experience in a distributed client/server or web services environment or equivalent experience in the IT Profession Highly desired 3 Years
Service/Help desk experience/knowledge for software support with the preference of ServiceNow or an equivalent software solution Highly desired 3 Years
Ability to create and maintain required documentation. This includes documenting customer requirements, design flows and systems flows Desired 3 Years
Understanding of the Best practices and standards for application processes and security measures to prepare documentation Desired 3 Years
Knowledge of specialized computer programming languages; and of coding processes and security measures. Highly desired 3 Years
Ability to evaluate and analyze existing applications and define problems effectively to make recommendations Highly desired 3 Years
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. Desired 3 Years
Support network administration (including hardware and software installation, configuration) as necessary to improve and maintain the IT Systems Desired 3 Years
Written and verbal communications are clear, concise and achieve intended objectives contributing to Knowledge Base and Technical Document Highly desired 3 Years
Provide both on site and telephone support assistance to systems, equipment, and end users; focus on end-user s support, routine maintenance Desired 3 Years
Basic Knowledge and understanding of software code maintenance, configuration review and SDLC Desired 3 Years
Basic Knowledge of SQL Server with the ability of writing SQL queries to perform data extracts Desired 3 Years
Basic Knowledge of office applications (i.e., MS Excel, MS Word, MS Project, MS Visio, and PowerPoint) Highly desired 3 Years
Written and verbal communications are clear, concise and achieve intended objectives Highly desired 3 Years

Description:
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 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 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