The Service Analyst provides technical support for application related issues and performs daily service health monitoring, server maintenance and resiliency improvements.
He/She is responsible for delivering new and improved capabilities in systems monitoring, recovery and stability aspects of the system.
Job Description:
•Support and assist in regular server maintainance, system accesses, systems monitoring, backups, patching and daily health checks
•Maintain service operations documentation and guides. Develop supporting documentation for all Service Operation activities
•Monitor Service level dashboards, perform daily health monitoring, system capacity review and allocation of adequate capacity
•Defect fixes and resiliency related improvements
•Assist in investigation of user reported issues
•L2 support
•Develop mitigating and/or preventive solutions
•Support transition phases from project to operations.
•Assist team in Change Approval Board and Pre-commissioning preparations.
•Liaise closely with interfacing systems users and support teams on routine support issues or enhancements.
•Provide application maintenance support (certain activities may occur after office hours).
•Liaise closely with business users and build good rapport.
•Supp vulnerability assessment, capacity management and software lifecycle to ensure timely remediation of identified issues.
•Coordinate production deployment process and administrative account access.
Requirements:
• Bachelor’s degree in computer science or other highly technical, scientific discipline
• 3-5 yrs of Technical / Application Support experience on multi technology platforms
• ITIL v3/v4 certification and strong service oriented experience / background preferred
• Strong Knowledge and understanding of IT industry environment and business needs
• Proven experience supporting Web / Mobile / Client based applications
• Strong knowledge in SAP SuccessFactors, SAP S/4 Hana application with strong analytical and problem-solving skills
• SAP certification is a plus