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Senior Support Analyst

1 month ago

Thiruvananthapuram, India VME Vhire Solutions Full time

Desired Candidate Profile

  • 3-5 years of experience in application support or similar role.
  • Proficiency in ServiceNow platform for managing incidents and requests.

The Support Analyst ensures smooth functioning and resolution of all IT and application issues reported within the assigned tribe. This includes:

  • Incident Management: Responding to, tracking, and resolving incidents in a timely manner, using ServiceNow or other designated tools.
  • Collaborative Resolution: Coordinating with developers and other teams to address and resolve complex technical issues.
  • Stakeholder Communication: Ensuring clear and concise communication with business stakeholders, mirroring the skills of a Business Analyst to capture and understand technical requirements.
  • Service Management: Applying strong knowledge of Incident and Service Management processes to maintain high standards in issue resolution.
  • Application Proficiency: Demonstrating the ability to quickly learn and adapt to new applications and their functionalities to resolve issues effectively.
  • Process Optimization: Identifying opportunities to improve response times and prevent recurring issues.
  • Documentation and Reporting: Ensuring all incident reports are accurately documented and maintaining records for analysis and reporting.
  • Skill Development: Maintaining up-to-date knowledge of service management best practices and supporting recruitment and development of incident management professionals as needed

Role Specific

  • Experience: 4+ years in incident management, with hands-on experience using ServiceNow or similar platforms.

  • Skills:

  • Strong understanding of Incident and Service Management processes.

  • Familiarity with ITIL framework (certification is an added advantage).
  • Excellent interpersonal and communication skills to engage effectively with business stakeholders.
  • Strong problem-solving abilities and proactive in issue identification.
  • Customer service mindset with good customer handling skills.
  • Ability to work independently and as part of a team.
  • Flexibility in work hours, including the ability to start early when required.
  • Ability to learn new applications, understand their functionality, and apply this knowledge to resolve technical issues effectively.

Special Considerations:

  • Knowledge of IT infrastructure and application support.
  • Understanding of business processes, with a particular focus on service and incident management.
  • Insurance Domain and life cycle
  • Incident Management: Ensure incidents are logged, managed, and resolved according to agreed standards and SLAs.
  • Stakeholder Engagement: Communicate with stakeholders to gather incident details and provide timely updates on status and resolution progress.
  • ServiceNow Expertise: Utilize ServiceNow to track and resolve incidents, maintaining accurate records and documentation.
  • Cross-Team Collaboration: Coordinate with developers, database administrators, and other technical teams to address complex issues.
  • Process Improvement: Identify areas to optimize incident resolution processes and prevent recurrence of common issues.
  • Documentation: Maintain incident documentation to ensure clear tracking and reporting.
  • Adaptability: Quickly learn new applications and systems as they are introduced, applying this understanding in support activities.
  • Escalation Management: Escalate critical issues to the relevant teams or managers as necessary to ensure swift resolution.