A Customer Support Analyst (Level 2 Support) will use a mix of technical, functional,
communication and client service skills to play a key part in the success.
Main responsibilities include fulfilling service requests, creation and maintenance of
knowledge base articles, supplemental incident and problem management tasks,
ensuring appropriate triaging of complex technical issues; creating and analyzing reports
in ServiceNow and/or PowerBi
They will support the work of Delivery leads and/or Portfolio Managers by helping
onboard products to Digital Operations and track projects to completion. Sometimes,
they will help cover the excess workload and act as a back-up when needed.
In addition, individuals must be comfortable working and speaking with a wide range of
people in various positions, including project managers, clients, support staff and
vendors.
Acting as a liaison and contribute to relationship building between cross functional
teams, they should display strong communication skills – both verbal, professional
writing, and presentation skills
Experience:
1-3 years' work experience in Service Delivery in a large-scale cloud environment with
focus on request fulfilment, incident response, escalation procedures, problem
management and knowledge management while adhering to service-level objectives
Handling level 2 functional and technical support to resolve issues including
o diagnosing and in-depth and complex troubleshooting application issues
o working with the client teams and when necessary, end users
o serves as a primary point of contact for client escalations
o product oriented support experience
o Triaging incoming requests (via ServiceNow) and where needed, escalating to
SRE and application support (L3/4) teams
Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the
application by end users as well as data regarding ticket volume, incident resolution, SLA
adherence, trend analysis and other related ITIL based issues
Creating, updating and managing support process documentation and knowledge base
articles
Strong domain and functional knowledge of multiple software applications to aid in
functional and technical support
Managing multiple conflicting deadlines, competing priorities and customer
expectations
Experience with ITIL service management principles
Experience promoting an agile and DevOps culture
Displays a sense of ownership, liaison and relationship building between cross functional
teams
Strong communication skills – both verbal, professional writing and presentation skills
Organizing and prioritization skills is a MUST
Top skills for Application Technology (Select to add)
.NET
AGILE, SCRUM (CSP, CSPO)
APPLICATION ARCHITECTURE
ATLASSIAN
CHEF (INFRASTRUCTURE AS CODE)
CLEARCASE
COBOL
DATABASE SCHEMA MANAGEMENT (E.G., DB DEPLOY, FLYWAY)
DEVOPS TECHNOLOGIES (E.G., JENKINS, SONARQUBE, GIT, DOCKER ETC.)
INTEGRATION ARCHITECTURE
Show More
Top skills for Operations
AGILE PRODUCT LIFECYCLE MANAGEMENT (PLM)
CAPITAL PROJECTS STRATEGY
CATEGORY
COMMUNICATION SKILLS
NEGOTIATION
NETWORK DESIGN
PROCESS AND CONTROLS DESIGN AND IMPLEMENTATION
PROCESS MAPPING
PROCESS, PERFORMANCE AND PRODUCTIVITY IMPROVEMENT
PROCUREMENT OPERATIONS
Show More
1. SERVICENOW
2. Microsoft PowerBi
3. COMMUNICATION SKILLS
4. EXCELLENT WRITING SKILLS
5. ORGANIZATION TIME MANAGEMENT
6. MICROSOFT OFFICE SUITE
7. GOOGLE DOCS
8. GOOGLE SHEETS
9. SQL
10. ITIL
11. INCIDENT MANAGEMENT
12. CLOUD COMPUTING
Preferred Skills and Tools:
Required
ServiceNow
PowerBI
ITIL
Preferred
SQL
Tableau
Foundational knowledge of Azure or AWS
Jira
Incident Response
Service Desk
Pager Duty
Datadog
SharePoint
Optional Certifications
ITIL Foundations