Description
We are currently looking for a "Support Analyst" to start ASAP a 6-9 months initial contract (multiple years perspective) in LUXEMBOURG (EN-speaking environment, extensions possible). Our client is a global TelCo and a great reference in any CV.
TASKS
a.) Support Area:
- Ensure the analysis and resolution of all incoming Satellite Applications related incidents and requests (You will be trained in these client business IT tools)
- Ensure all Satellite Applications related KPIs as defined by the IT department have been reached
- Actively and independently manage the open incidents in the Satellite Applications support queue to ensure detailed updates, follow-up and resolution, which includes:
- Take ownership of repetitive, normal, complex incidents
- Contact and help the end-user resolve his/her problem
- Involve 3rd level support for advice where needed
- Manage the incident to closure
- Define KPSs for Incidents
- Ensure all information is correctly logged in the ServiceNow and Jira ticketing tool
- Ensure repetitive incidents are properly documented to facilitate future resolution of similar incidents
- Transfer incidents that cannot be resolved to 3rd level support or suppliers
- Identify responsible team and trigger Jira ticket
- Include all relevant information into Jira ticket
- Ensure the follow-up in Service Now or Jira with the users
- Ensure the follow-up in Jira with external suppliers
- Run ticket review meetings with external suppliers
- User management within Satellite Applications
- Create and edit users as requested via Service Now
- Manage user ACLs and request ACL qualification from application stakeholder board
- Documentation within user academy for Satellite Applications
- Training of end users on Satellite Applications
- Perform other tasks falling within the scope of area of expertise as requested
- Ensure compliance with procedures, methodologies and audit rules
- On-Call 24/7 application support for urgent business issues
b.) Further, you will support the Snr Business Analyst
- Gather, analyze and specify functional and non-functional requirements from the Business
- Evaluating business processes, anticipating requirements, uncovering areas for improvement and provide solutions
- Serve as a liaison between stakeholders and users
- Performing and supporting User Acceptance Testing
- Produce written documentation under Satellite Application wiki
SKILLS
AWARD/OTHERS
- The applicants attention is drawn to the important role that the curriculum vitae plays in the evaluation. Curriculum vitae shall illustrate the specific skills relevant to this request.
- We would like to receive CVs of suitable candidates together with pricing quotations, based on a daily net rate including travel costs for the services described.
- This role would likely be initially remote for some weeks, with the expectation to work 100% onsite after the restrictions have been lifted.
- A Security clearance (SC) might be required for this position, if you don't have a valid SC, we will guide you. Our company is holding "FSC - Facility Security Clearance", so we are able to guide/sponsor you through the "PSC - Personal Security Clearance" procedure.
PROVIDER
infOm consulting is an owner-managed business and consulting firm in Germany. The company supports large corporations and larger SMEs across Europe. Our IT experts are realising projects for the European Institutions, United Nations agencies, International Organisations and multinational companies across the EU.
If this sounds of interest, then please get in touch ASAP so we can talk about the role and your experience.