2LS - Analyst
2LS - Analyst
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Job Description
We are an IT Solutions Integrator/Consulting Firm helping our clients hire the right professional for an exciting long term project. Here are a few details.
Requirements
We are seeking a 2nd Level Support Analyst to join our team within Deloitte ITS. This role serves as a key function between the IT Service Desk (1st Level Support) and Subject Matter Experts (3rd Level Support) aimed at reducing SME workload improving customer satisfaction enhancing ticket resolution time and identifying opportunities for call resolution optimization. The role will also involve reporting and analytics within ServiceNow playing a vital part in our ongoing efforts to enhance our support capabilities.
The successful candidate will provide 2nd Level Support for infrastructure products utilizing ServiceNow extensively to manage incidents/requests and deliver effective solutions. This will contribute to improving customer experience and operational efficiency.
Key Responsibilities:
- 2nd Level Support Operations:Provide operational support for 2nd Level queries and incidents ensuring effective resolution.
- Queue & Request Management:Manage incident/request queues and ensure proper handling within the defined service levels.
- Complex Issue Investigation:Analyze and investigate complex issues identify solutions and implement them to resolve incidents.
- Knowledge Base Management:Maintain and update the knowledge base with relevant solutions articles and best practices.
- Risk & Compliance Understanding:Identify potential risks related to the support processes and adhere to internal guidelines.
- ProductBased Support:Provide expert support for productbased issues ensuring highquality service delivery.
- Continuous Improvement Initiatives:Work on Continuous Service Improvement (CSI) ideas and process improvement initiatives.
- Incident Prioritization:Follow the Incident Priority Matrix to manage incidents and prioritize tasks effectively.
- Stakeholder Engagement:Engage with key stakeholders building and nurturing relationships to improve support processes.
- Enhancement of Support Functions:Identify opportunities for quickwin enhancements in processes tools and governance to drive efficiency.
- Data Analysis:Perform indepth analysis of incident and problem data to enhance support capabilities and service delivery.
Qualifications & Experience:
- Education: Bachelor s degree in Engineering Technology or related field.
- Experience: Minimum of 2 years of experience in a similar role within an enterprise organization.
- Certifications (Preferred): ITIL V3/V4 certification.
Required Skills:
- ServiceNow Knowledge: Proficiency in using ServiceNow for incident/request management.
- Active Directory & Microsoft Identity Manager: Handson experience with Active Directory and Microsoft Identity Manager.
- Office 365 & Data Visualization: Familiarity with Microsoft Office 365 applications and data visualization tools.
Soft Skills:
- Strong communication skills to effectively collaborate and perform BAU work.
- Ability to work independently and as part of a team to achieve operational goals.
- Good problemsolving skills and the ability to handle complex issues efficiently.
Benefits
As a Sitecore developer, you will be passionate about software engineering and delivering CMS web solutions using ASP.NET MVC, JSS or SXA. You will live and breathe software development, and thrive in a fast-paced, team-oriented environment that focusses on the delivery of high quality well engineered solutions. Working collaboratively with our team and clients you will deliver outcomes that address complex challenges and environments.
Employment Type
Full Time
