Support Analyst

7 days ago

Thiruvananthapuram, India NMS Consultant Full time

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.

Qualification, Experience and Skills

  • 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.
  • CAB and Release management process

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