Senior Technology Service Management Analyst at CSC

Wilmington, Delaware, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Jun, 26

Salary

0.0

Posted On

01 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Application Support, Service Now, SailPoint, Salesforce, Workiva, Windows OS, Microsoft Office, Microsoft Exchange, Active Directory, User Access Requests, Problem Solving, Client Communication, ITIL, Technical Support, Documentation, Root Cause Analysis

Industry

Information Technology & Services

Description

Senior Technology Service Management Analyst Hybrid-Wilmington, DE Monday through Friday 8:00 a.m. to 5:00 p.m. Summary: The primary role of this position is to provide Tier 1 application support for our end-users and clients in a demanding and result-oriented environment. You will be responsible for providing both onsite and remote support. This challenging role requires excellent client-oriented communication skills and a thorough, logical approach to problem solving. You will be expected to deal with a high volume of tickets to the Tier 1 support team using a variety of problem-solving techniques, while maintaining a high level of customer satisfaction. You will work as a member of the Enterprise Technologies team supporting a newly formed Global Financial Solutions (GFS) business unit reporting to the ET Director. You will provide local support to onsite users and remote support to our user base globally. You will be expected to work using your own initiative but following Standard Operating Procedures and utilizing our internal knowledge base and be able to communicate effectively with other IT teams. Some of the things you will be doing: * Providing support to all internal/external GFS teams for tech/operational queries. * Basic triaging of issues reported * Work closely with Service Delivery and other Internal teams, to Identify issues and liaise with Product team as required. * Ability to find gaps, issues, or potential improvements in the system. * Understand, investigate, and solve complex and challenging technical problems. * Regularly track various metrics and KPIs associated with TechOps Center, adhering to defined SLA's and the ITIL best practices. * Implement robust monitoring and alerting system and optimize for scale and performance. * Responsible for debugging the reported issues and performing the root cause analysis Creating / Writing Service Desk Procedures and End User Manuals. What technical skills, experience and qualification do you need: * Ability to cope with rapidly changing circumstances in a dynamic environment. * Bachelor Degree in Information Technology, Computer Science or equivalent * ITIL certification or a willingness to undertake. * Experienced in application support, Service Now ticketing tool, and applications like SailPoint, Salesforce, Workiva along with Windows OS, Microsoft Office, Microsoft Exchange, Active Directory account management and User access requests * A disciplined approach to implementation, support, and documentation. * Self-starting and self-motivated and professional with ability to take on responsibility. * Result driven and are always looking for improvement opportunities. * Willingness to learn and to upskill technical knowledge. #LI-SP1 CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.® Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other. CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued. CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers. We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging, CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC. We encourage candidates to apply directly to our website and not through third-party sources. Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications. CSC is a global business, legal, and financial services company based in Wilmington, Delaware, U.S., providing market-leading expertise and knowledge-based solutions to clients worldwide. We have an unmatched global reach with offices and capabilities in more than 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,500 colleagues. We are the business behind business.® Visit our careers site to learn more about CSC, Our Values, and our unwavering commitment to our clients, communities, and each other. CSC is dedicated to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is respected. We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging. Colleagues are empowered to own their careers and have access to various career opportunities and excellent benefits, including annual Success Sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers. CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process will not be eligible to claim related fees and the submitted resumes will be considered property of CSC. We encourage candidates to apply directly through our website and not through third-party sources. Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.

Responsibilities

The Senior Technology Service Management Analyst will provide Tier 1 application support for end-users and clients, both onsite and remotely. This role involves managing a high volume of support tickets while ensuring customer satisfaction and adherence to ITIL best practices.