Senior Support Analyst
Core
Managing global application support organization (Level 1 and L2), service management, and service introduction functions.
Role type
Senior Support Analyst (Service Management)
Builds
Production support services and service delivery processes
Domain
IT Service Management / Application Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL process knowledge, ServiceNow, Ivanit, FreshService, FreshDesk, Microsoft Navision, Business Central, OTM Azure, Salesforce, .NET technologies
Preferred skills
Strategic planning, vendor management, cost optimization, financial budgeting, IT audit management
Responsibilities
Manage global application support organization (Level 1 and L2), improve quality of production support services, drive continuous improvement initiatives, establish and maintain relationships with support service providers, ensure service metrics are captured and analyzed, identify and analyze support trends to implement changes, mediate conflicts, ensure SLA breaches are investigated and prevented, manage service transitions, monitor support costs, provide management oversight to service providers, establish governance processes, participate in annual budgeting, manage internal and external IT audits
Seniority
Senior, hands-on management
