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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.
Qualifications
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
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Digital Systems Support Analyst
200 Riser Rd Hackensack, NJ 07601 US
Posted: 10/21/2019
2019-10-21
2023-04-30
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.
Qualifications
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
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Meet Your Recruiter
Jason Destro
Over 20 years’ 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 client’s objectives and goals.
