Lead Support Analyst in Chicago, IL at Volt

Date Posted: 10/31/2019

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Chicago, IL
  • Duration:
    48 weeks
  • Date Posted:
    10/31/2019
  • Job ID:
    204382
  • Contact Name
    Volt Branch
  • Phone
    563-723-3717

Job Description

Volt has an opportunity for you to become part of a prestigious team of professionals. We are seeking a Lead Support Analyst to work onsite at our client’s facility in Chicago, IL. This is a contingent position expected to last 1 year.

Responsibilities include:

  • Design, prepare, and conduct training relating to Incident and Problem Management
  • Oversee and report on the day to day operational service delivery against SLAs, drive service improvements, interface with key cross functional support teams and ensure that the team is best placed to continually deliver in a dynamic and fast-evolving environment
  • Monitor the resolution of Incidents in a proper and timely manner and adhere to objectives set forth in Service Level Agreements
  • Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
  • Ensures Incident/Service Request are properly detailed, categorized and prioritized
  • Associate Incidents with other records (i.e. Incidents, Changes, Problem Knowledge Articles, Known Errors, etc.)
  • Document troubleshooting steps and service restoration details, train Tier 1 where possible to resolve issues at entry level
  • Verify resolution with end-users and resolve assigned Incidents
  • Escalate unresolved Incidents to Tier 3

Requirements:

  • Bachelor’s degree- computer science discipline preferred
  • AWS experience
  • Troubleshooting experience
  • Basic API tool experience
  • Experience with change management, continuous improvement initiatives, ITIL, and/or project management
  • Experience managing 3rd party integrations
  • Familiarity with Support products such as ServiceNow, Confluence
  • Strong customer service and support focus with a desire to deliver a high quality service

***This position is located in Chicago, Illinois. Candidates must be able to relocate to this location at their own expense.***

Submit your resume today!

If you do not meet all the qualifications of the position listed here, please be sure to go to http://jobs.volt.com to see the other positions we have available that you may qualify for.

Volt is an Equal Opportunity Employer.