Service Support Analyst

Overview

Remote
$35 - $45
Contract - W2
Contract - Independent
Contract - 6 Month(s)

Skills

Service Desk
ServiceNow
SQL Server
Change Management
Incident Management

Job Details

Role: Service Support Analyst Expert
Location: Raleigh, NC (Remote)
Type: Contract
Interview: Video or In-Person
Job Summary

  • The Service Support Analyst (senior-level) supports Incident Management, Change Management, Operations & Maintenance (O&M) for the Facilities Access Control System (FACS/Genetec). The role involves triaging incidents, supporting SLA delivery, coordinating with NCDIT teams, and assisting with testing, documentation, and application support across System Integration, UAT, and Production environments.

Key Responsibilities

  • Support Incident & Change Management for FACS.
  • Assist Enterprise Services Manager with O&M activities and customer deliverables.
  • Support software delivery using SDLC processes.
  • Perform testing (UAT/QC) and help document test plans, cases, and summaries.
  • Investigate and resolve application support issues.
  • Create Knowledge Base (KB) documents in ServiceNow.
  • Provide end-user support (hardware, software, network).
  • Collaborate with IT teams across the application tiers.
  • Maintain documentation, system flows, and status updates.

Minimum Qualifications

  • Bachelor s in IT/CS + 3 years experience, OR
  • Associate s + 4+ years experience, OR
  • High School/GED + 7+ years IT experience.

Required/Desired Skills

  • Strong understanding of applications development, maintenance, and enterprise support.
  • Experience in distributed client/server or web services environments.
  • Service Desk/ServiceNow experience.
  • Ability to create technical documentation and follow best practices.
  • Basic understanding of coding, security practices, and configuration review.
  • Experience with SQL Server (basic queries).
  • Knowledge of network administration, hardware/software installation.
  • Strong written and verbal communication.
  • Proficiency in MS Excel, Word, Project, Visio, PowerPoint.
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