Job Description :
Summary:
The Production Support Analyst will provide front-line primary technical support to end users across the enterprise on various technical issues and problems relating to the services. They will also be responsible for responding to, documenting, resolving and escalating service tickets in a timely manner according to SLA. The Support Analyst will also perform pattern and root cause analysis, develop checklists and knowledgebase for typical problems and recommend procedures and controls for problem prevention.
Skills:
Understanding of ITIL and ITSM processes.
Experience with Salesforce administration
Working understanding of Service-Now, JIRA, Rally & support tools.
Experience in IT help desk or customer support
Ability to understand technical requirements and how it affects applications we support.
Ability to troubleshoot and diagnose problems with user environment and applications.
Excellent, proactive communicator
Ability to prioritize and manage multiple tasks effectively