Global companies and governmental entities rely on us to solve their most complex data challenges. Our employees collaborate to reduce risks and create opportunities for customers in more than 100 countries. We are adaptable, curious and ambitious. That is why here, you will have the freedom to drive change, the trust to find your own path, and the space to explore more
Production Support Analyst
The Production Support Analyst is a technical customer service role responsible for supporting internal back-office operations. This person will handle requests that come to the team through our ticketing system and support mailboxes, process invoicing and billing tasks, support production release and patch cycles, and perform some technical research of inquiries and reported system issues.
This role requires an individual that is focused on providing a high level of customer service while using analytical and technical skills to investigate and research a wide range of issues. Expectations include clear, concise, and timely communications and the ability to prioritize multiple tasks from a variety of sources. This position does require some availability for after-hour, weekend, and holiday scheduling.
1+ years of customer service or production support experience in a technical environment
Bachelor's degree in a business or technology related field or equivalent experience
Ability and willingness to learn and adapt to new processes and technologies
Understanding of change request processes
Execution of change and service requests
Solid written communications skills
Solid verbal communications skills
Analytical support for systems and applications
Problem management escalation
Database and SQL experience a plus
Providing support to teams within the organization, and to external clients when required
Learn and help others to adapt to new technologies.
Provide prompt recovery and problem escalation for exceptions
Work closely with development groups, support groups, and vendors to coordinate special operations, and communicate/escalate problems as appropriate to meet assigned deadlines.
Provide analytical support for the development and enhancement of system interfaces
Assist in daily support of the systems/products assigned, through early detection and pursuit or changes in system responses or operation.
Work closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery.
Provide prompt, clear, and timely communications; log, coordinate, and communicate problems using standard problem management and escalation procedures.
Change-manage of service requests including proper creation, management, execution, documentation, and closure of changes or tasks.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or firstname.lastname@example.org.