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Support Analyst at First National Technology Solutions

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Omaha, Nebraska

Job Description:

At FNBO, our employees are the heart of our story--and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

Provide monitoring, 1st level triage, and support of FNBO environments ensuring effective operations for the organization. Responsible for triage of all calls and alerts into the 24x7 command center and escalation assistance. Works with support teams ensuring all incidents are properly worked to resolution for P1 / P2 / P3 incidents. Works together with other team members to provide management areas of opportunities for automation. Customer focused ensuring incidents are properly escalated, worked, and resolved in a timely manner. Process owners of Incident, Change, Problem, Knowledge Management. Establish and maintain collaborative relationships with team members.

**This position is Friday- Monday from 9pm-7am**

Support Analyst Responsibilities:

  • Proactively Monitor FNBO websites, network, applications, and infrastructure

  • Monitor key processes such as file transmissions, nightly loads, and other production processes

  • Upon receipt of issue via call or alert ability to quickly ascertain the impact, by using the priority matrix assign appropriate ticket categorization, and follow subsequent runbook

  • Recommend updates for runbooks and knowledge base articles to ensure they are current

  • Engage the Senior Support Engineer or leadership on all P1 & P2 incidents

  • Assist the Senior Engineer in notification and paging support on all P1 & P2 incidents

  • Use ServiceNow to close tickets and assign out tickets unable to resolve

  • Assist in validation of P1 & P2 incident resolutions

  • Assist in project work when necessary

  • Assist in the validation of changes into the environment

FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.

See the full FNBO Equity, Diversity, & Inclusion Statement here

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement