Senior Support Analyst

Job Description

Desired Candidate Profile 3-5 years of experience in application support or similar role. Proficiency in ServiceNow platform for managing incidents and requests. The Support Analyst ensures smooth functioning and resolution of all IT and application issues reported within the assigned tribe. This includes: Incident Management : Responding to, tracking, and resolving incidents in a timely manner, using ServiceNow or other designated tools. Collaborative Resolution : Coordinating with developers and other teams to address and resolve complex technical issues. Stakeholder Communication : Ensuring clear and concise communication with business stakeholders, mirroring the skills of a Business Analyst to capture and understand technical requirements. Service Management : Applying strong knowledge of Incident and Service Management processes to maintain high standards in issue resolution. Application Proficiency : Demonstrating the ability to quickly learn and adapt to new applications and their functionalities to resolve issues effectively. Process Optimization : Identifying opportunities to improve response times and prevent recurring issues. Documentation and Reporting : Ensuring all incident reports are accurately documented and maintaining records for analysis and reporting. Skill Development : Maintaining up-to-date knowledge of service management best practices and supporting recruitment and development of incident management professionals as needed Role Specific Experience : 4+ years in incident management, with hands-on experience using ServiceNow or similar platforms. Skills : Strong understanding of Incident and Service Management processes. Familiarity with ITIL framework (certification is an added advantage). Excellent interpersonal and communication skills to engage effectively with business stakeholders. Strong problem-solving abilities and proactive in issue identification. Customer service mindset with good customer handling skills. Ability to work independently and as part of a team. Flexibility in work hours, including the ability to start early when required. Ability to learn new applications, understand their functionality, and apply this knowledge to resolve technical issues effectively. Special Considerations : Knowledge of IT infrastructure and application support. Understanding of business processes, with a particular focus on service and incident management. Insurance Domain and life cycle Incident Management : Ensure incidents are logged, managed, and resolved according to agreed standards and SLAs. Stakeholder Engagement : Communicate with stakeholders to gather incident details and provide timely updates on status and resolution progress. ServiceNow Expertise : Utilize ServiceNow to track and resolve incidents, maintaining accurate records and documentation. Cross-Team Collaboration : Coordinate with developers, database administrators, and other technical teams to address complex issues. Process Improvement : Identify areas to optimize incident resolution processes and prevent recurrence of common issues. Documentation : Maintain incident documentation to ensure clear tracking and reporting. Adaptability : Quickly learn new applications and systems as they are introduced, applying this understanding in support activities. Escalation Management : Escalate critical issues to the relevant teams or managers as necessary to ensure swift resolution.