KeenLogic
Service Management Analyst
KeenLogic, Alexandria, Virginia, us, 22350
KeenLogic is currently looking for a talented and self-motivated Service Management Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is a Remote, full-time (M-F) with full benefits, PTO, and 401k.Description:
Analyze client business applications and data to recognize, correct, and/or report malfunctions to appropriate personnel. Communicate with employees and contractors; displaying strong customer service skills, using professionalism, tact, and diplomacy at all times in order to answer support calls; and coordinate with vendors on items that need to be escalated to Tier III support. Experienced understanding functions of the help desk system in order to enter customer-reported problems and requests for service into a call support database as part of daily tasks. Highly proficient in identifying error messages and conditions in order to troubleshoot routine and recurring problems with customer's business applications. Candidate must be able to understand, analyze, and become proficient with custom business applications to assist both client users and client customers with training (How do I do…) and issues (break/fix) for these applications. Assist clients to resolve complex technical problems with accounts/applications. Log, track, and follow-up with clients to ensure inquiries were resolved through Siebel ticketing.Qualifications:
Bachelors and 2 years of IT experience.Required Skills:2+ years of experience providing phone and/or in-person support for business application (Analysis, Diagnosis, Remediation, Testing)2+ years of experience with standard Windows OS applications and MS Office applications2+ years of customer service experience2+ years ITIL Service Management experience2+ years asset management experienceDesired Skills:Business Application TrainingTroubleshooting experienceUser Acceptance TestingResponsibilities include:Assist the team with taking help desk calls, emails, and support to team members as needed. Act as liaison between clients and support groups in resolving issues. Communicate issues and concerns with team leads and other support groups.Previous experience in a Configuration Management role is desirable but not essential as cross transferable skills will be considered.Experience operating within an ITIL or ITSM aligned organization.Basic understanding of IT infrastructures, applications, and databases.Familiarity with the wider ITSM processes that Configuration Management supports.Ability to occasionally adjust work schedule to meet business needs (standard is 40 hour week).Flexibility in start times to accommodate the times changes across the globe, to ensure global coverage.Provide Tier I/II Support for custom business applications (Diagnosis/Remediation, Access (password) Setup/Unlock/Reset, Application Install/Removal, Performance Tuning).Document tickets providing detailed information that can be handed off to the agency Tier III team.Perform help desk support for a variety of office automation, telecommunications, and visual information hardware and software.Setup new user accounts with enterprise email.Suggest articles for knowledge base to assist other technicians and clients alike, to improve help desk efficiency.Participate in Problem Management for repetitive error conditions and messages and respond to the customer accordingly.Coordinate customer-reported outages of networks and systems with the supervisor in order to get a notification out to the customers and get immediate action started by the appropriate specialist.Proficient in Microsoft Office Suite, Siebel, RightNow ticketing, Hyena, Active Directory, Aternity Management, Adobe, Firefox/Internet Explorer, and other software installs.Advanced troubleshooting with remote assistance such as Citrix, RCN, Fast Access, & Web VPN.
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Analyze client business applications and data to recognize, correct, and/or report malfunctions to appropriate personnel. Communicate with employees and contractors; displaying strong customer service skills, using professionalism, tact, and diplomacy at all times in order to answer support calls; and coordinate with vendors on items that need to be escalated to Tier III support. Experienced understanding functions of the help desk system in order to enter customer-reported problems and requests for service into a call support database as part of daily tasks. Highly proficient in identifying error messages and conditions in order to troubleshoot routine and recurring problems with customer's business applications. Candidate must be able to understand, analyze, and become proficient with custom business applications to assist both client users and client customers with training (How do I do…) and issues (break/fix) for these applications. Assist clients to resolve complex technical problems with accounts/applications. Log, track, and follow-up with clients to ensure inquiries were resolved through Siebel ticketing.Qualifications:
Bachelors and 2 years of IT experience.Required Skills:2+ years of experience providing phone and/or in-person support for business application (Analysis, Diagnosis, Remediation, Testing)2+ years of experience with standard Windows OS applications and MS Office applications2+ years of customer service experience2+ years ITIL Service Management experience2+ years asset management experienceDesired Skills:Business Application TrainingTroubleshooting experienceUser Acceptance TestingResponsibilities include:Assist the team with taking help desk calls, emails, and support to team members as needed. Act as liaison between clients and support groups in resolving issues. Communicate issues and concerns with team leads and other support groups.Previous experience in a Configuration Management role is desirable but not essential as cross transferable skills will be considered.Experience operating within an ITIL or ITSM aligned organization.Basic understanding of IT infrastructures, applications, and databases.Familiarity with the wider ITSM processes that Configuration Management supports.Ability to occasionally adjust work schedule to meet business needs (standard is 40 hour week).Flexibility in start times to accommodate the times changes across the globe, to ensure global coverage.Provide Tier I/II Support for custom business applications (Diagnosis/Remediation, Access (password) Setup/Unlock/Reset, Application Install/Removal, Performance Tuning).Document tickets providing detailed information that can be handed off to the agency Tier III team.Perform help desk support for a variety of office automation, telecommunications, and visual information hardware and software.Setup new user accounts with enterprise email.Suggest articles for knowledge base to assist other technicians and clients alike, to improve help desk efficiency.Participate in Problem Management for repetitive error conditions and messages and respond to the customer accordingly.Coordinate customer-reported outages of networks and systems with the supervisor in order to get a notification out to the customers and get immediate action started by the appropriate specialist.Proficient in Microsoft Office Suite, Siebel, RightNow ticketing, Hyena, Active Directory, Aternity Management, Adobe, Firefox/Internet Explorer, and other software installs.Advanced troubleshooting with remote assistance such as Citrix, RCN, Fast Access, & Web VPN.
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