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Business Support Analyst
Autodesk
San Rafael, CA, United States
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Business Support Analyst
Location: San Francisco,CA- United States
Job ID: 18WD26174
Position Overview
Are you looking for an opportunity to ensure world class operations in order to support critical business processes? Do you thrive leading a global team of engineers and analysts to proactively ensure high availability of enterprise applications & systems? If this sounds like you...Let’s talk!
The Business Support Analyst would be part of the global level-2 support team a division of Enterprise Operations within Enterprise Information Services (IT). The primary focus of the Enterprise Business Support and Operations group (EBSO) is to ensure world class operations of our enterprise applications that support Autodesk’s critical business processes. Autodesk is seeking an experienced Support Analyst to support multiple enterprise applications with a good understanding of various technology and platforms. The Support Analyst will also carry out service requests as submitted by our Customers, resolve process and/or system issues, audit pipeline results and provide education on system features. All work is to be delivered meeting predefined service level objectives to ensure we meet our Business Partner expectations.
The Business Support Analyst will also be involved in projects that implement new features or functionality with the goal to ensure post launch supportability. Tasks would include providing design expertise, creating a post launch support plans, ensuring proper documentation, prepare system environments, coordinating and executing code migrations, building scripts and tools for improvement & self-healing.
The role reports to Global Business Support Manager of Enterprise Operations and is responsible for effectively delivery of support to Autodesk internal business partners.
Responsibilities
• Provide 2nd level support resolving functional and system errors identified or escalated by Business Partners
• Ability to support a suite of technologies and applications including Saas applications such as Salesforce, Marketo, Taleo, Workday, etc
• Coordinating and collaborate with multiple teams to investigate problems. Track system activity to ensure the service is operational as defined by SLAs
• Incident management. Ensure incidents, issues and problems are raised with defined time frame and follow service standards
• Monitor and maintain operational readiness of all enterprise applications
• Identify and proactively fix system issues through monitoring and early watch reports
• Work with internal customers to understand requirements and implement configuration changes. Should be able to debug and understand logs
• Work with other teams to resolve infrastructure related problems (i.e. Server, Network, and Database) where appropriate
Minimum Qualifications
• Bachelor Degree in Computer Science or equivalent experience in the software industry
• Certified Salesforce Developer or Admin Support Engineer preferred
• 6+ years’ experience working in a large enterprise environment supporting applications and users
• Operated as Level 2 (or) Level 3 Support analyst with focus on continuous improvement and DevOps
• 5+ years’ experience in one or more software scripting languages (Perl, Java, WebServices or likes)
• Strong Knowledge on MSSQL and SQL Programming
• Knowledge of / experience in one or more major enterprise CRM applications preferred
• Advanced interpersonal skills to effectively promote ideas, collaborate across teams and influence teams to resolve issues
• Strong passion and experience in delivering high-performance
• Strong communication skills. Ability to communicate at all levels of the organization
• Ability to work in a fast paced, dynamic and event driven environment
• Strong verbal and written communication skills
• Successful implementation of process improvement initiatives
• Strong organizational, problem-solving, and analytical skills
About Autodesk
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.