Support Analyst Job Description Template
Our company is looking for a Support Analyst to join our team.
Responsibilities:
- Text log files located on IBM servers running AIX OS/WAS logs;
- Define needed Support Tools for use to make support process better;
- Data held on DB2 databases by running queries;
- To be able to reproduce issues before escalating to Interfront QA Team;
- Responsible for ensuring a 24/7 support coverage for our client’s Production System;
- To provide Interfront developers and testers with all information they require in resolving the bugs;
- Remedy Action Request System (when on Standby);
- To raise valid Interfront defects adding all required information into JIRA Defects to the appropriate departments;
- Discussions with business owners;
- Knowing Interfront Support Software both tactical and strategic;
- Providing assistance and training to other members of the team;
- Analysing and resolving complex product issues, using analytical, technical or programming skills;
- Responding with empathy to customers, dealing with their needs, and acknowledge their operational pressures and deadlines;
- Documenting solutions and producing written guidance on resolution steps and procedures;
- Guiding, advising and coaching both colleagues and customers on issue and problem resolution.
Requirements:
- Development capability in a scripting language;
- The ability be self-taught and drive continuous improvement;
- Business analysis qualification and experience;
- SQL queries;
- Experience with XML and XSDs;
- SSH Terminal commands;
- Experience as a Support Analyst;
- Solid SQL and XML experience, atleast 3 years;
- Experience with scripting languagesatleast 2 years;
- Demonstrated ability to work with business process models (UML), atleast 3 years;
- Proven ability to read system logs and software build scripts;
- Knowledge of Configuration Management;
- Atleast 3 years working knowledge of the Systems Development Life Cycle (SDLC);
- Information Technology or Technical qualification – NDIT or Bachelors degree;
- Exposure to Enterprise Architect as modeling tool will be an advantage.