Customer Support Analyst

Introduction:

The Customer Support Analyst will be responsible for providing primary point of contact for production support requests. They will triage incoming service desk tickets, communicate with end users, analyze reported problems, and resolve routine issues using documented procedures. The role also involves coordinating work with internal technical teams, monitoring support tickets, maintaining accurate documentation, and identifying opportunities for process improvement.

Responsibilities:

• Serve as the primary point of contact for production support requests related to CIMS;
• Receive, review, and triage incoming service desk tickets;
• Communicate directly with end users to gather additional information, clarify reported issues, and document business impacts;
• Analyze reported problems to determine severity, priority, and appropriate assignment;
• Resolve routine issues using documented procedures and knowledge articles;
• Create detailed vendor support tickets for software defects requiring third-party resolution;
• Assign and coordinate work with internal technical teams, business analysts, infrastructure staff, and vendors;
• Monitor support tickets through resolution while ensuring established service level expectations are met;
• Maintain accurate documentation within the incident management system;
• Develop and update knowledge articles and standard operating procedures;
• Identify recurring issues and recommend opportunities for process improvement;
• Assist with production releases, validation activities, and post-implementation support;
• Prepare reports on support trends, recurring incidents, and production health;
• Execute Tier 1 and 2 technical troubleshooting;
• Manage vendor relationships and escalate complex software defects;
• Perform high-volume ticket deduplication for a massive user base;
• Demonstrate adaptability and flexibility during phased software rollouts;
• Optimize queue management workflows to improve response times;
• Conduct technical root cause analysis on recurring incidents.

Requirements:

Required Qualifications:

A bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field, or four (4) years of equivalent work experience. Relevant experience may be substituted for education on a year-for-year basis when applicable.

• Experience supporting enterprise software applications;
• Experience working within a Help Desk, Service Desk, or IT Support environment;
• Experience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms;
• Strong analytical and troubleshooting skills;
• Excellent verbal and written communication skills;
• Ability to work effectively with both technical and non-technical users;
• Ability to prioritize multiple requests in a fast-paced production environment;
• Experience documenting business and technical issues.

Preferred Qualifications:

• Knowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management;
• Proven track record supporting large-scale, phased deployments of enterprise solutions.

**Selected candidates must successfully complete a Level II Background Check.

**No third Party Inquiries