Tech Support Analyst

Location: Minneapolis, MN
Duration: 6 months
GBaMS ReqID: 10902116
Job Title: Tech Support Analyst – ServiceNow Change & Ticket Management

Role Overview

• Provide technical support and application troubleshooting for ServiceNow change and ticket management processes.
• Support mobile application and web platforms, including QA analysis, testing, troubleshooting, and Root Cause Analysis (RCA).
• Work with ServiceNow, JIRA, Confluence, AWS, and SAP interfaces for ticket management, documentation, and log analysis.
• Collaborate with business and technical stakeholders to analyze reported issues and provide actionable recommendations.

Key Responsibilities

• Monitor, analyze, and perform RCA for ServiceNow tickets to ensure timely resolution of critical issues.
• Manage ServiceNow change and ticket management activities throughout the issue lifecycle.
• Perform mobile application and website QA, functional testing, issue validation, and troubleshooting.
• Conduct RCA investigations using application logs, system alerts, AWS interfaces, and SAP interfaces.
• Monitor Qlik alerts and system alerts and provide timely RCA reports to maintain high system availability.
• Provide ongoing technical support and troubleshooting for mobile and web applications.
• Support end users by identifying issues and providing effective solutions for mobile application problems.
• Collaborate with business and technical stakeholders to communicate issues, findings, and recommended resolutions.
• Document issues, troubleshooting steps, RCA findings, and solutions in Confluence or Microsoft 365 applications.
• Maintain end-to-end documentation for Documentum-related issues and newly identified problems.
• Capture and maintain knowledge articles and solution documentation to improve business processes.
• Ensure compliance with organizational security, governance, and performance standards.
• Support continuous improvement of application support and incident-management processes.

Must-Have Skills

• Hands-on experience with ServiceNow change and ticket management.
• Experience with mobile application and website QA, functional testing, and general testing methodologies.
• Strong knowledge of Root Cause Analysis (RCA) and troubleshooting mechanisms.
• Hands-on experience with Confluence for documentation and knowledge management.
• Experience using AWS interfaces and logs for application and system troubleshooting.
• Experience with SAP interfaces and log analysis.
• Experience collaborating with business and technical stakeholders to analyze and communicate reported issues.
• Experience monitoring Qlik alerts and system alerts.
• Strong application support and end-user troubleshooting experience.
• Excellent problem-solving, communication, analytical, and documentation skills.

Good-to-Have Skills

• Knowledge of Documentum content structures and related application support.
• Python development or scripting experience.
• AngularJS experience.
• GitLab experience.
• AWS Lambda experience.
• Strong understanding of the Microsoft 365 ecosystem.
• Experience with Microsoft Teams, OneDrive, and SharePoint.
• Familiarity with JIRA and Confluence administration or project collaboration.
• Knowledge of mobile and web application support environments.

Tools & Technologies

• ServiceNow
• JIRA
• Confluence
• AWS
• SAP
• Qlik
• Documentum
• Python
• AngularJS
• GitLab
• AWS Lambda
• Microsoft 365
• Microsoft Teams
• OneDrive
• SharePoint

Responsibilities & Expectations

• Work closely with clients to monitor and analyze ServiceNow tickets.
• Perform RCA for reported issues and ensure critical problems are escalated for appropriate resolution.
• Support end-to-end documentation of Documentum-related issues and solutions.
• Maintain solution documentation and knowledge repositories in Confluence and Microsoft 365 applications.
• Provide ongoing support and troubleshooting for mobile and web platforms.
• Monitor application and system health and proactively identify potential issues.
• Ensure timely reporting, issue tracking, and resolution of application problems.
• Follow organizational security, governance, and performance standards.