• Analyst II Application Support

    Job Locations US-TX-Irving
    Posted Date 1 week ago(4/16/2018 11:39 AM)
    ID
    2018-39543
    Category
    Information Systems
  • Overview

    Responsible for the oversight of the contractual obligations provided by our outsourced support partners and the service obligations of both our internal and external support teams.

     

    Responsibilities

    • Responsible for the problem management services outlined in the RIS Technology Services Production Support task order.
    • Participate in planning meetings for IS projects to ensure production support.
    • Responsible for issue escalations from the field and the business concerning incidents or problems that are chronic or not resolved.
    • Responsible for the appropriate routing and ownership of potential system related issues.
    • Responsible for reviewing but not limited to; historical data, current trends, potential areas of process enhancement and the strategic road-map for potential impact.
    • Other Duties as assigned.

     

    Qualifications

    Education: High School + Equiv Exp or Bach/4 Yr Degree.

    ITIL V3, Information Technology Infrastructure Library version 3 a plus.

    Experience: 3 - 5 yrs, Service Desk, Help Desk.

    Thorough understanding of service desk and help-desk operations.

    Strong communication and organizational skills.

    Track record in managing outsourced relationships.

     

     

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