Production Support Analyst

» Production Support Analyst
Information Technology
in Tampa
, FL
Reference: 19-02115

Roles and Responsibilities: 

  • 1st and 2nd tier application support for all business units for mission critical (in house and third party developed) applications
  • Escalating and resolving day-to-day issues to management and vendors and creating long term solutions
  • Testing, implementation, and user training for third party Production Support ticketing system used firm wide to support, automate, track, and analyze user requests
  • Release management application testing for system enhancements and changes in workflows
  • Drafting support documentation for knowledge base, users, and support staff
  • Create metrics for productivity and analysis of all IT related issues to guide
  • Process Improvement initiatives

Qualifications: 

  • Basic technical knowledge
  • 2-3 years experience and strong CSR skills
  • SQL querying/scripting experience