Technical Support Analyst

Technical Support Analyst

Location: Newark, DE Onsite
Contract Length: 12-month+

Job Description

The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

What You’ll Do

• Receive, log, and validate incoming production support requests, ensuring accuracy and completeness
• Assign tickets to appropriate teams based on issue type, severity, and routing guidelines
• Monitor ticket progress to ensure timely updates, escalations, and resolutions
• Manage incidents throughout their lifecycle, from initial triage to closure
• Communicate effectively with stakeholders and end users during high-impact incidents
• Identify issues requiring backlog creation, enhancement requests, or defect logging
• Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments
• Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes
• Document recurring issues, root cause findings, and workarounds.
• Maintain an up-to-date and accessible Production Support Knowledge Base
• Review incidents for patterns and escalate recurring issues for further analysis
• Ensure all ticket-handling processes comply with SLA expectations and established procedures
• Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

What You'll Need
Required

• Proven experience in incident management, production support, or related fields
• Strong analytical, problem-solving, and communication skills
• Familiarity with UAT and regression testing best practices

Preferred:

• Experience with incident management tools and workflows

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor