Job Title: Information Technology Support Analyst
Key Skills: ITSM processes, ServiceNow
Experience: 2-5+ Years’ experience
Location: Arlington, VA
We at Coforge are hiring an experienced IT Service Desk Analyst with strong expertise in Incident Management, ITSM processes, ServiceNow, OpsRamp, Active Directory, Exchange, Microsoft 365 (O365), user account administration, SLA management, and first-line technical support, with the following skill set:
Key Responsibilities:
- Provide expert Application Production Support to ensure the smooth operation of field services applications.
- Diagnose and resolve technical issues related to application performance and functionality.
- Collaborate with cross-functional teams to identify and implement solutions for application-related challenges.
- Monitor application performance and conduct regular maintenance to ensure optimal functionality.
- Document technical processes and create user guides to assist team members and clients.
- Train and mentor junior support staff on best practices in application support.
- Participate in on-call support rotation as needed to address urgent issues.
- Stay updated on industry trends and emerging technologies to enhance support capabilities.
Required Skills & Experience
- Strong knowledge and experience in Application Production Support.
- Proficient in troubleshooting and resolving application-related issues.
- Experience with monitoring tools and performance metrics.
- Excellent communication skills, both verbal and written.
- Ability to work independently and as part of a team.
Preferred Skills:
- Familiarity with field services applications and technologies.
- Experience in a customer-facing technical support role.
- Knowledge of ITIL processes and best practices.
- Understanding of database management and SQL.
- Certifications related to application support or IT service management.
Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field.
- 1-3 years of experience in application production support or technical support roles.
- Proven track record of successfully resolving technical issues in a timely manner.
- Strong analytical and problem-solving skills.
If you are a motivated individual with a passion for technology and a strong background in application production support, we encourage you to apply for this exciting opportunity to join our team.
