Support Analyst / Senior Support Analyst Job Description

Support Analyst / Senior Support Analyst Job Description

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Support analyst / senior support analyst provides IT Systems Engineering support on a wide range of technologies, including: Microsoft Exchange, Microsoft SharePoint, Oracle databases, Microsoft SQL Server, Service Now, Altiris, Microsoft Office, Internet Explorer, Adobe Acrobat, HBSS, Splunk, customer line-of-business applications, VMware vCenter, Horizon View, Site Recovery Manager, HPAC Secure Printing, HP Blade Servers, HP SANs, Certificate Services, DHCP, DNS, Active Directory, Group Policies and Microsoft Windows Operating Systems.

Support Analyst / Senior Support Analyst Duties & Responsibilities

To write an effective support analyst / senior support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included support analyst / senior support analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Good knowledge of Windows 7 desktops, OS X , Active Directory
Professional and positive manner
An understanding of the business and how IT contributes to the delivery of their products or services
Competency in supporting Microsoft, Adobe and Apple software (Photoshop, Illustrator
Delivery of 2nd and 3rd Line Application Support services for application(s) under support
Experience with batch management tools
Familiar with Database / data-warehouse administration
Prior experience with Business intelligence tools ( Microstrategy, Tableau )
AWS knowledge ( S3, EC2, CloudFront, ELB )
Issue Analysis and Handling, Implementation

Support Analyst / Senior Support Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Support Analyst / Senior Support Analyst

List any licenses or certifications required by the position: ITIL, SSL, MCP, MCSA, ACMT, V3, PMP, MCTS, CCT, CMA

Education for Support Analyst / Senior Support Analyst

Typically a job would require a certain level of education.

Employers hiring for the support analyst / senior support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Education, Engineering, Business, Information Technology, Computer, Economics, Mathematics, Computer Engineering

Skills for Support Analyst / Senior Support Analyst

Desired skills for support analyst / senior support analyst include:

Clearing/settlement functionalities
FX & MM products
Oracle database
Various FI products
Clinical development processes and procedures
Computer compliance and computer system validation in a regulated environment
Quality document management
ITIL framework
Wide variety of systems coordination
Specific areas/functions and related activities

Desired experience for support analyst / senior support analyst includes:

Superior analytical, verbal and written communication skills with the ability to prepare communications for senior management and executive audiences
Superior knowledge of Excel, including Pivot tables and lookups
Strong knowledge of Powerpoint with above average knowledge of Word and Access
Ability to understand and analyze complex information and summarize data in a clear, concise fashion, mostly producing reports for senior management
Ability to remain flexible, effectively work under tight timelines and prioritize deliverables to ensure deadlines are met with minimal supervision
Strong customer service orientation and a professional approach

Support Analyst / Senior Support Analyst Examples

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Support Analyst / Senior Support Analyst Job Description

Job Description Example
Our growing company is looking for a support analyst / senior support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support analyst / senior support analyst
  • Recreate issues
  • Recognize the customer-base impact and severity of an issue (e.g., isolated vs
  • Carryout enhancement work on supported applications from time to time
  • Install and setup computers for business staff
  • Provide accurate and creative solutions to customer problems of serious and critical nature to ensure customer productivity
  • Test and ensure applications are correctly installed and configured on the computer
  • Participate in and possibly lead team projects to enhance the technical infrastructure or improve quality or efficiency of problem resolution process
  • Assist with the development, and communication of the technical policies for personal computing products
  • Provide desktop training to general users and other Desktop Support Analysts
  • May assist with Server and/or LAN support
Qualifications for support analyst / senior support analyst
  • Identify opportunities for improvement within the system
  • Pro-actively keep informed of current and past Incidents, Problems and Known Errors
  • System Testing (preparation and execution)
  • UAT (preparation and execution)
  • Technical Analyst training
  • College Diploma/Bachelor in Computer Science related technical stream
2

Support Analyst / Senior Support Analyst Job Description

Job Description Example
Our company is looking for a support analyst / senior support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for support analyst / senior support analyst
  • Respond to needs and questions of customers concerning their compliance requirements
  • We like people who will take personal responsibility for customer satisfaction – it’s important that the customer is happy and satisfied
  • Respond in a timely manner to clients and internal colleagues alike – we all have important things to do – we trust you will understand how to prioritize
  • Resolve problems independently
  • Develop in-depth knowledge of all technologies and computer systems used by our Compliance Support team
  • Identify, document and support technology and process changes that improve efficiency and enhance productivity
  • Documents, logs, and resolves client issues and/or escalates reported problems to appropriate departments, if needed
  • Monitor assigned problem log, resolve and/or reassign to appropriate departments, as appropriate
  • Proactively validates customer satisfaction on closed calls and communicate any issues to IT management and track call closure
  • Perform analysis of reported system problems, identify service call patterns and recommend solutions to address root cause of failure
Qualifications for support analyst / senior support analyst
  • Ensure root cause and fix for all problem records
  • Relevant Microsoft certifications (MCSE)
  • 5 -7 years' experience information management and data warehousing
  • Strong MS Office Suite skills (Excel, Visio, PowerPoint, Word)
  • Experience with distributed environments/applications and mainframe applications is an asset
  • Experience of administrating / configuring / troubleshooting CheckPoint and Cisco firewalls - ideally will have CCSA qualification
3

Support Analyst / Senior Support Analyst Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of support analyst / senior support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support analyst / senior support analyst
  • Prepare and analyze various customer analytics insights including but not limited to Voice of Customer (VOC) survey data and customer verbatim and distill information into actionable insights for presentations to various organizational levels from management to Executives
  • Keeps up-to-date on all aspects of company’s products and service offerings to enable translating into analyses modifications
  • Obtains a good understanding of customer demographics to include in analyses
  • Provides improvements for business intelligence data capture and delivery as needed
  • Provides expert support within a Line of Business, clinical or infrastructure specialty
  • Identifies and analyzes trends in requests related to the Line of Business or specialty
  • Actively contributing to and working continually to improve customer self-help through the publication of technically accurate knowledge base articles
  • Identifies the appropriate environments of the in-scope, underlying applications for automations in-scope of development
  • Analyzes the status of the data in the environments for the underlying systems in order to inform development and testing strategy
  • Coordinates with ITG Application Services teams and Smart Automation developers to plan timing of development using the shared environments
Qualifications for support analyst / senior support analyst
  • Prioritizes and manages own workload and the workload of team members in order to deliver quality results and meet timelines
  • Strong knowledge and experience with provisioning for collaboration and development tools, including Jira, Confluence, Hip Chat, Crowd, Jenkins, Bit Bucket, Nexus
  • Experience with administration and support of Jira, Confluence, Hip Chat, Crowd, Jenkins, Bitbucket, Nexus
  • The candidate will be required to work early/late shifts, and periodically work on a weekend support rota
  • Understanding of Excel
  • Exposure to third party vendors (Bloomberg/Reuters/etc) advantageous
4

Support Analyst / Senior Support Analyst Job Description

Job Description Example
Our company is searching for experienced candidates for the position of support analyst / senior support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support analyst / senior support analyst
  • Manage account profitability and entitlement cost forecasting reporting
  • Evaluate effectiveness of current learning programs that drive field behavior
  • Leverage research to ideate and develop measurement strategies around learning programs focused on driving critical behaviors, which result in increased sponsorship, revenue and leadership development
  • Develop scenario models to allow learning program revisions and adjustments around key drivers to promote consultant sponsorship
  • Provide consistent oversight and analysis for ongoing learning programs and initiatives
  • Define Leadership driven business intelligence for account managers
  • Research and utilize technology to increase reach and effectiveness of field development learning programs
  • Collective ownership of Executive Class support capabilities globally
  • Providing highly responsive support to the Executives and their teams in a dynamic, sensitive and high pressure environment
  • Maintain an available disposition for after-hours and weekend support as needed
Qualifications for support analyst / senior support analyst
  • The position requires a highly accountable self-starter with strong leadership qualities and relationship management skills
  • Strong communicator, ability to organize and lead meetings with various groups in Wealth
  • Strong facilitator and effective collaborator
  • Good understand of project lifecycle, management of project financials and incremental ongoing support costs
  • Exposure to technologies used with large data sets Oracle Coherence and Apache Hadoop
  • Ability to resolve issues in a high-pressure & time critical environment
5

Support Analyst / Senior Support Analyst Job Description

Job Description Example
Our company is hiring for a support analyst / senior support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for support analyst / senior support analyst
  • Responsible for monitoring 3rd party providers such as Fujitsu, Compugen to ensure service SLA’s are met on a per incident basis
  • Responsible for communicating with users during any outages or planned service interruptions
  • Work with IT management to try and continually improve customer service to the business community
  • Assist Manager IT Services with budget projections for hardware and software and generating infrastructure reports
  • Develop and manage reports on multiple key performance indicatiors and metrics across Revenue Cycle Management for all work types and other existing and new metrics
  • Serve as SME regarding the process flow of the life of a claim including understanding systems used and functions performed within each work type, dependancies/ interactions and identification of potential impact resulting from any change
  • Budgeting.Work with assigned leaders to assist in developing operational budgets, analyzing and summarizing budgets for review meetings and participating in budget summary preparation for the Board of Directors
  • Own escalated support requests (SRs), and when appropriate, handle issues to completion
  • Regular communication with members on escalated issues, including the setting of appropriate expectations on follow up
  • Key account responsibilities (determine who are the key accounts, establish and maintain regular communication with the members per an agreed upon timeline)
Qualifications for support analyst / senior support analyst
  • A University or College degree in Business/Finance or related field
  • Positive & enthusiastic Team Player
  • 2 year of experience with .NET application server
  • Monitor, co-ordinate and respond to Support Incidents as per the criteria specified in the relevant SLA
  • Complete and co-ordinate complex impact assessments
  • Strong understanding of financial markets - equities, fixed income, futures, currency - will be considered an asset

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