Senior Support Analyst

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.