Technology Delivery and Support Analyst - PDS

Job TitleTechnology Delivery and Support Analyst - PDSJob Description SummaryGlobal Technology Service group, a team of dedicated IT consultants, project managers and business analysts that support our client technology solutions through best-in-class software systems utilizing a service delivery model to deliver value within a clear, consistent and measurable framework. Additionally, we provide assessment, technology roadmap, transition and integration services as well as a continuous improvement-based support model to ensure an ongoing technology investment for the duration of our client relationships. Our team provides business development support including solution definition, pricing, technology demonstration and delivery for Strategy and Portfolio Administration Services, Transaction & Project Management Transaction, Facilities (IFM), Space & Occupancy, and Financial Management. This is a full-time position and can be located anywhere in the United States. Travel may be required.Job DescriptionThe role of Technology Support Analyst includes the following key responsibilities:Provide Support activities of client implementation and delivery services including the following:Manage Technology ServiceNow queue ensuring adherence to service level response and resolution requirementsService request support including end-to-end management of L1-L3 incidents, including performance of internal and vendor resourcesWith User Account Maintenance, Application Configuration, Performance Support, Integration Support, Report Management, etc.Participate in ServiceNow reporting including service level metrics reporting, trend analysisUse ETL tools to support client requests for maintaining/updating database data.Provide on-going trainingMaintain competency in Technology client applications for consulting, implementation and demonstration capabilitiesContribute to the Technology team knowledgebase with best practices, lessons learned, concept and solutions documentsMaintain detailed documentation on client solution and integrationsCompliance and business controls support to ensure audit ready posture including:Participate in compliance requests that include internal reviews, self-testing, internal audits and external auditsSupport and participate in remediation of control gaps found from compliance reviews and risk assessments.Respond to audit tasks, ensuring deliverables are provided on timePrepare and conduct meetings with peers to ensure project requirements are completed and your portion of the engagement is fully delivered.Develop and maintain effective working relationships with business partners and other team members.Knowledge & SkillsSoftware use or management knowledge in one or more of the following Commercial Real Estate and/or IWMS software technologies is a plus:Portfolio AdministrationTririga, CoStar, ProLease, Lucernix,Transaction / Project ManagementCoStar, Tango Analytics, IngeniousFacilities CMMSFAMIS360, CorrigoSpace & Occupancy CAD / CAFMTririga, Manhattan / Centerstone, SerraviewBusiness Intelligence / AnalyticsTableau, Qlikview, Power BITechnical and Functional RequirementsTechnical fluency required with the following:Microsoft Office / 365Must be able to use laptop, Mobile Device and wireless technologiesSpecific Credentials or Work Experience RequirementsBA in an IT related majorKnowledge of service order, contract, supplier management practices to aid in the identification, management and resolution of technology problems for effective client service delivery.IT Infrastructure Library (ITIL) Foundations / Software Development Lifecycle Management (SDLC)Project Management skills to design and manage complex solutions and delivery to clients are a plusAdditional RequirementsHigh Level of critical thinking and judgement exercised dailyAttention to detailMaintain a "can do" mentality with the ability to take charge with minimal informationAble to choose the most effective forms of communication to articulate complex problems to non-technical resources.Primary ContactsThis role will work with the following contacts dailyClient Team (IT, Directors, Managers and Decision-makers)CW Service Delivery Team Members, Transition Teams and Service Line LeadershipGOS Technology Team (Leadership, Business Analysts and Project Managers)Vendor / Supplier (Leadership, Support, Solutions Engineers)Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.