IT Customer Support Analyst - SSP
Dover, NH
About the Job
IT Application & Ops Support Specialist
Position Type: Full-Time (40 hours)
Location: Remote - New England preferred, but on-shore required
Job Description:
Under close supervision, provides application support for our Service and Distribution organizations by applying analytical and technical capabilities to troubleshoot and resolve user incident tickets.
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.
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.
Coordinates with more senior team members based on impact, and developers and vendors IT to determine the root cause and user impacts.
Learns new functionality being implemented for monthly releases to support user questions and issues.
Supports system set-up for new contact center reps including research of user profiles and coordination with Hosting Services and Contact Center Technologies as needed for tech assistance.
Identifies opportunities for continuous improvement and join working teams to improve processes.
BMC Remedy IT Service Management, Jira, Mainframes, Guidewire Suites, CompTIA Network Plus, AppDynamics and/or Splunk experience a plus!
This position may have occasional on call rotation based on business needs
3 years of IT experience; 1-3 years Insurance experience preferred
The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
Position Type: Full-Time (40 hours)
Location: Remote - New England preferred, but on-shore required
Job Description:
Under close supervision, provides application support for our Service and Distribution organizations by applying analytical and technical capabilities to troubleshoot and resolve user incident tickets.
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.
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.
Coordinates with more senior team members based on impact, and developers and vendors IT to determine the root cause and user impacts.
Learns new functionality being implemented for monthly releases to support user questions and issues.
Supports system set-up for new contact center reps including research of user profiles and coordination with Hosting Services and Contact Center Technologies as needed for tech assistance.
Identifies opportunities for continuous improvement and join working teams to improve processes.
BMC Remedy IT Service Management, Jira, Mainframes, Guidewire Suites, CompTIA Network Plus, AppDynamics and/or Splunk experience a plus!
This position may have occasional on call rotation based on business needs
3 years of IT experience; 1-3 years Insurance experience preferred
The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
Source : SSP
