Tech Support Analyst

Talent Software Services

Location: Minneapolis, MN
Duration: 6 months
GBaMS ReqID: 10902116
Job Title: Tech Support Analyst - ServiceNow Change & Ticket Management

Role Overview

Provide technical support and application troubleshooting for ServiceNow change and ticket management processes.
Support mobile application and web platforms, including QA analysis, testing, troubleshooting, and Root Cause Analysis (RCA).
Work with ServiceNow, JIRA, Confluence, AWS, and SAP interfaces for ticket management, documentation, and log analysis.
Collaborate with business and technical stakeholders to analyze reported issues and provide actionable recommendations.

Key Responsibilities

Monitor, analyze, and perform RCA for ServiceNow tickets to ensure timely resolution of critical issues.
Manage ServiceNow change and ticket management activities throughout the issue lifecycle.
Perform mobile application and website QA, functional testing, issue validation, and troubleshooting.
Conduct RCA investigations using application logs, system alerts, AWS interfaces, and SAP interfaces.
Monitor Qlik alerts and system alerts and provide timely RCA reports to maintain high system availability.
Provide ongoing technical support and troubleshooting for mobile and web applications.
Support end users by identifying issues and providing effective solutions for mobile application problems.
Collaborate with business and technical stakeholders to communicate issues, findings, and recommended resolutions.
Document issues, troubleshooting steps, RCA findings, and solutions in Confluence or Microsoft 365 applications.
Maintain end-to-end documentation for Documentum-related issues and newly identified problems.
Capture and maintain knowledge articles and solution documentation to improve business processes.
Ensure compliance with organizational security, governance, and performance standards.
Support continuous improvement of application support and incident-management processes.

Must-Have Skills

Hands-on experience with ServiceNow change and ticket management.
Experience with mobile application and website QA, functional testing, and general testing methodologies.
Strong knowledge of Root Cause Analysis (RCA) and troubleshooting mechanisms.
Hands-on experience with Confluence for documentation and knowledge management.
Experience using AWS interfaces and logs for application and system troubleshooting.
Experience with SAP interfaces and log analysis.
Experience collaborating with business and technical stakeholders to analyze and communicate reported issues.
Experience monitoring Qlik alerts and system alerts.
Strong application support and end-user troubleshooting experience.
Excellent problem-solving, communication, analytical, and documentation skills.

Good-to-Have Skills

Knowledge of Documentum content structures and related application support.
Python development or scripting experience.
AngularJS experience.
GitLab experience.
AWS Lambda experience.
Strong understanding of the Microsoft 365 ecosystem.
Experience with Microsoft Teams, OneDrive, and SharePoint.
Familiarity with JIRA and Confluence administration or project collaboration.
Knowledge of mobile and web application support environments.

Tools & Technologies

ServiceNow
JIRA
Confluence
AWS
SAP
Qlik
Documentum
Python
AngularJS
GitLab
AWS Lambda
Microsoft 365
Microsoft Teams
OneDrive
SharePoint

Responsibilities & Expectations

Work closely with clients to monitor and analyze ServiceNow tickets.
Perform RCA for reported issues and ensure critical problems are escalated for appropriate resolution.
Support end-to-end documentation of Documentum-related issues and solutions.
Maintain solution documentation and knowledge repositories in Confluence and Microsoft 365 applications.
Provide ongoing support and troubleshooting for mobile and web platforms.
Monitor application and system health and proactively identify potential issues.
Ensure timely reporting, issue tracking, and resolution of application problems.
Follow organizational security, governance, and performance standards.

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Vacancy posted 5 hours ago

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