Job Description :
Title: iSupport Analyst
Contract to Hire MUST BE Green Card or US Citizen or candidates who can
work with any employer who doesn t need sponsorship as this is a contract
to hire need.
Location: Dallas, TX - No Travel
Interview: Phone and Skype
Interview: Right Away
Job Description: The Support Analyst will work the primary liaison between
their production sustainment team and with the customers. Their role is to
understand the Business needs for many different applications and translate
them into meaningful requirements that can be used by the software
sustainment team to define a problem and develop a solution. They will also
manage the prioritization and allocation of service requests and change
requests, and they may additionally manage small UA testing efforts.
Essentially, this role is a Business Analyst role, but for sustainment work
instead of new development project work.
Skills required:
iSupport COTS application knowledge
Experience with Version 14.x and later
Incident Management module
Change Management module
SSRS Reporting (SQL)
mySupport portal configuration
Custom Layouts
Incident Templates
Load Balanced and Round Robin configuration
Advanced Hierarchial workflows
Job Duties:
Elicit requirements using customer interaction, ticket analysis, business
process descriptions, use cases, scenarios, business analysis, task and
workflow analysis
Critically evaluate information gathered from multiple sources, reconcile
conflicts, decompose high-level information into details, abstract up from
low-level information to a general understanding, and distinguish user
requests from the underlying true needs.
Proactively communicate and collaborate with external and internal
customers to analyze information needs and functional requirements
Become a functional expert for the applications supported by the team
Facilitate regular Change Control Board meetings between customers from
different organizations and representatives from the support organization
Serves as the primary application contact, accountable for the
prioritization and resolution of customer issues, within the specified
service level agreement, potentially involving application break/fixes or
enhancements.
Successfully engage in multiple initiatives simultaneously
Work independently with users to define concepts
Work effectively in a geographically distributed team environment able
to delegate work and partner with others as needed to complete assignments
and requests
Prioritize the work backlog for the team, and communicate backlog status
to the customers, as appropriate
Strong analytical and product management skills required, including a
thorough understanding of how to interpret customer business needs and
translate them into application and operational requirements
Excellent verbal and written communication skills, easy to understand
over the phone, and able to interact professionally with a diverse group of
developers, customers, and managers
Serves as the liaison between the customer community (internal and
external customers) and the software development team through which
requirements flow.
Document requirements in PPMC
On occasion, perform small project management activities, including
facilitating the "Transition to Sustainment process for new applications
Facilitate Disaster Recovery exercises and update Disaster Recovery
plans, as appropriate
Facilitates IT Security compliances initiatives, as appropriate.
Create and document system requirements in PPMC
Conduct change control meetings
Facilitate Disaster Recovery exercises and update Disaster Recovery plans,
as appropriate