Digital Systems Support Analyst

Hackensack, NJ

Posted: 10/21/2019 Employment Type: Direct Hire Job Number: 405

Job Description

Digital Systems Support Analyst


Under direction of the Manager, Digital Transformation, the Digital Services Support Analyst will be responsible developing solutions for our Customer Service IT group as well as providing customer support for both internal and external customer digital products and services. The Digital Services Support Analyst is a service-oriented, critical thinking individual who is passionate about reacting to customer feedback and providing actionable information to ensure IT and Customer Service are fully integrated on a continuous basis in order to increase business capability and value, reduce cost and risk, and foster innovation.


Digital Products Support

Track, prioritize and process incoming customer requests for service access and support

Identify, record, analyze and provide solutions to problems and incidents based on documented known errors

Work with internal and external project teams to aid in the design, development, deployment and post-delivery support of customer service digital products and services

Works closely with IT to minimize the impact to end users during major service disruptions

Escalates unresolved issues to the next level of support when appropriate

Digital Product Release and Deployment


Lead the efforts in the build, test and release of new or upgraded digital services and business systems

Ensure there is a proper knowledge transfer to enable customers and users to optimize use of services that support their business activities

Leads testing efforts for new systems and improvements

Ensure that new or changed services and systems are capable of delivering the agreed utility and scope

Communicates actionable items and required changes to IT development teams

Assists in the development of training documentation for internal staff and external system users

Continual Improvement


Works with Customer Service personnel to identify and understand product enhancement requests

Manages organization' s expectations effectively

Responsible for introducing new initiatives to end users

Suggests areas for improvement in internal processes along with possible solutions

Leads internal teams/task forces

Advocate benefits of digital transformation to others to accelerate the adoption of being a digital enabler across the organization

Other duties may be assigned by management in order to meet department or business objectives on an as-needed basis.



Bachelor Degree in Information Technology or 4 years related work experience

2+ years of analyzing data to identify trends and manage data quality

2+ years of experience in product lifecycle management

Proficient with Microsoft Suite products

Must possess a strong sense of urgency and be able to effectively manage deadlines and customer requests

Highly self-motivated and independent

Excellent communication / customer service skills

Strong problem-solving and critical thinking skills

Well-organized with the ability to multi-task and work with minimal supervision



Additional Desired Qualifications


Understanding of basic systems and technical publications

Understanding of the ITIL Service Framework (incident, problem, release and event management)

Experience with IT project management including AGILE strategies such as Scrum, Kaban and Lean

Proficient with SAP and able to provide support/problem solving

Experience with CRM software (SIEBEL preferred)

Experience with programming (Java / Python etc.)

Physical Demands and Working Environment


Meet Your Recruiter

Jason Destro

Over 20 yearsÂ’ of recruiting experience with hands-on recruiting and placement of I.T. professionals (Full Time, Temp 2 Perm, & Contingent) in the NJ/NY/CT/PA marketplace for a wide variety of today's demanding IT skill sets. Focused on delivering exceptional service by understanding clientÂ’s objectives and goals.

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