Job Title
Support Analyst
Job Description Summary
We are seeking a highly motivated and skilled Support Analyst to join our team and contribute to the success of our BI analytics platform built on the Azure Stack. As a Support Analyst, your focus will be on delivering excellent user assistance, triaging issues, maintaining user documentation and problem-solving/trouble shooting. Effective communication, proactive issue resolution, and a commitment to platform functionality are key. This position also provides opportunities to contribute to user training, data quality assurance, and continuous improvement within our BI support team. If you're ready to make an impact in a dynamic environment, we encourage you to apply.
The platform serves over 300 clients and is continuously evolving and growing, this role will be pivotal in ensuring the continued growth, quality and efficiency of the platform.
Job Description
Core Responsibilities:
Provide Support activities of client implementation and delivery services including the following:
Manage Technology ServiceNow queue ensuring adherence to service level response and resolution requirements.
Service request support including end-to-end management of L1-L3 incidents, including performance of internal and vendor resources
Develop ServiceNow reporting including service level metrics reporting, trend analysis
Triage incoming support activities and follow escalation process and manage issue to completion
Compliance and business controls support to ensure audit ready posture including:
Participate in compliance requests that include internal reviews, self-testing, internal audits and external audits.
Partner with Business Leadership to perform audit activities related to compliance
Support quarterly user access reviews for multiple service lines
Research and respond to questions raised in audit, review and risk assessment cycles
Solution Implementation Assembly Management activities to ensure successful client delivery including:
Configuration of BI Platform Portal to enable new client onboarding, Portal layout/configuration and access management
Facilitate user review and acceptance of application configuration and performance
Provide training and support to end users during support activities
Documentation activities to that will include:
Design of process and user guides to facilitate and support training activities
Design of SLA documentation to articulate the responsibilities of the platform and assist in expectation management
Design of playbooks that cover compliance, release and support activities
Skills & Personal Qualities:
Technical fluency required with the following:
Specific Credentials or Work Experience Requirements
Additional Requirements
Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to HRServices@cushwake.com. Please refer to the job title and job location when you contact us.
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