It Support Analyst Jobs

Overview:

Under general supervision, the IT Support Analyst analyzes escalated issues, questions, including, but not limited to, Point of Sale application, SAP and payment applications. Additionally, this position is responsible for documenting customer feedback on applications and providing recommendations to improve applications

Responsibilities:

• Perform Quality Assurance validation on business operating applications software releases and fixes
• Review and analyze customer feedback on critical business applications
• Research and analyze escalated inquiries/issues by using critical thinking, initiative, and collaboration in combination with established processes and procedures
• Other duties as assigned
• Follow Incident Management Procedures and assists with Customer Communication for High Priority issues affecting the enterprise
• Provide on-call support for escalated production issues on a rotating schedule
• Identify, recommend and document modifications or improvements for critical business applications
• Complete Payment Card Industry (PCI) compliance processes
• Research possible thematic trends with reported issues
• Create and review functional specifications, instructional documents, and knowledge articles for business operations applications and processes
• Conduct training for Service Desk and other support teams on new products or services being rolled out to the enterprise
• Complete work in a timely and accurate manner while providing exceptional customer service
• Work closely with Product and Project Teams to gain understanding of and provide support for critical business applications
• Serve as a the technical liaison between the development and user communities

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Qualifications:

• Ability to both multi-task and manage priorities effectively is required.
• Strong organizational skills are essential to insure the most effective and timely delivery of service.
• This position requires a minimum of three years IT support experience or eighteen months working with Company business applications hardware experience.
• Ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
• Ability to work independently and in a team is vital.
• Intermediate level computer experience, including Microsoft Word, Excel, PowerPoint and Visio is necessary.
• This position requires excellent written and verbal communication along with strong interpersonal and customer service/orientation skills.
• This position requires technical, analytical and critical thinking skills, including, but not limited to, attention to detail, analytical, trouble-shooting and problem solving.
• In addition, organizational and problem solving skills, a can-do attitude, and the ability to adjust to changing requirements in a fast paced environment are essential.
• Ability to prepare and/or execute test plans, test scripts and test cases is necessary.
• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
• Ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.

Educational Requirements:

This position requires an associate degree in Computer Science, information Technology, IT Engineering or related field or equivalent work experience.