IT Customer Support Analyst
? Under close supervision, develops, executes and maintains processes and automated solutions to ensure operational effectiveness and continual improvement.
location: Dover, New Hampshire
job type: Contract
work hours: 9am to 5pm
? Analyzes low to moderate complexity technical and business problems using general knowledge of industry, business operations, business products, business process, data, architecture, vendor integration, and application connectivity.
? Responsible for a variety of operational activities that may include vendor support, reporting, tool administration, systems access, financial processes, regulatory, compliance and attestation activities, monthly releases including readiness, and communications.
? Responds to incident tickets and requests from internal and external users and stakeholders of low to medium complexity using basic knowledge of assigned applications and triages to the appropriate resource / organization as needed.
? Creates, updates, and maintains scripts associated with common issues and includes applicable work arounds and provides information on customer impacts.
? Provides incident and communication support for degradation or outages detected.
? Coordinates with more senior team members based on impact, developers and vendors IT to determine the root cause and user impacts.
? Learns new functionality being implemented for monthly releases in order to support user questions and issues.
skills: ? Communicates with customers if there are issues during the monthly release develop and provides resolution status updates.
? Assists with Error Report monitoring and may work simple errors identified in the report.
? Identifies opportunities for continuous improvement and join working teams to improve processes.
? Required to be on an incident/communication rotation from 8 AM ET - 8PM EST
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.