L2 Application Support Analyst /Customer Support Analyst |ServiceNow_Remote-On W2

Role: L2 Application Support Analyst /Customer Support Analyst |ServiceNow

Location: US- Remote (Need to Work in PST Time Zone)

Contract

Top skills

Service Now

Azure

App Insights

Agile, Scrum

MSFT suite of products has context menu

Description

A Customer Support Analyst (Level 2 Support) will use a mix of technical, functional, communication and client service skills to play a key part in the success of the team supporting multiple PwC products.

Main responsibilities include fulfilling service requests, creation and maintenance of knowledge base articles, supplemental incident and problem management tasks, testing of product features, reporting bugs, ensuring appropriate triaging of complex technical issues; creating and analyzing reports in ServiceNow and/or PowerBi

Sometimes, they will help cover the excess workload and act as a back-up when needed.

In addition, individuals must be comfortable working and speaking with a wide range of people in various positions, including project managers, clients, support staff and vendors.

Acting as a liaison and contribute to relationship building between cross functional teams, they should display strong communication skills both verbal, professional writing, and presentation skills

Experience

2-4 years of work experience in Service Delivery in a large-scale cloud environment with focus on request fulfillment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives

Handling level 2 functional and technical support to resolve issues including

diagnosing and in-depth and complex troubleshooting application issues

working with the client teams and when necessary, end users

serves as a primary point of contact for client escalations

product oriented support experience

Triaging incoming requests (via ServiceNow) and where needed, escalating to SRE and application support (L3/4) teams

Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA adherence, trend analysis and other related ITIL based issues

Creating, updating and managing support process documentation and knowledge base articles

Strong domain and functional knowledge of multiple software applications to aid in functional and technical support

Managing multiple conflicting deadlines, competing priorities and customer expectations

Experience with ITIL service management principles

Experience promoting an agile and DevOps culture

Displays a sense of ownership, liaison and relationship building between cross functional teams

Strong communication skills both verbal, professional writing and presentation skills

Organizing and prioritization skills is a MUST