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Software Analyst II Job in Cincinnati, Ohio US

Software Analyst II

Belcan Services Group Ltd Partnership - Cincinnati, OH

Posted: 7/21/2021 - Expires: 10/19/2021

Job ID: 229778470


Job Description


This position is responsible for customer service and technical support for all business products supported out of the Information Technology Services Group (ITSG). This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Level 1 Help Desk and Analyst I.

Responsibilities and Daily Activities
* Serve as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products
* Log and document detailed ticket activity until resolution is complete and ticket is closed with customer
* Collaborate with other analysts to determine resolutions for customer incidents and requests
* Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests
* Make outbound calls to internal/external customers as part of the Incident Management lifecycle
* Monitor all alerts from alarming tools to log incidents and respond accordingly
* Other duties as assigned

Skills and Requirements
* Exceptional customer facing/customer service skills
* Excellent conflict resolution skills
* Solid understanding of Information Technology and computing systems
* Solid networking fundamentals
* Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
* Familiar with ServiceNow Incident Management System
* Demonstrated a desire for self-directed education regarding IP, Networking and VOIP technologies
* Ability to help others while meeting individual performance goals
* Reliable customer support
* Competent technical troubleshooting
* A passion for Service Improvement
* Experienced Service Management professional
* ITIL Qualified or actively pursuing
* Experience of managing 3rd parties and 3rd party delivered services
* Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
* Knowledge of ITIL disciplines
* Willingness to support and mentor junior staff
* Able to work under pressure and meet deadlines
* Able to demonstrate a high degree of flexibility including shift and out of hours working
* Able to manage sensitive and sometimes confidential information
While performing the duties of this job, the employee is frequently required to sit for long periods of time, wear a telephone headset. The employee must occasionally lift and/or move up to 50 pounds. During periods of inactivity needs to be proactive in updating scripts and reviewing standards.

Working Conditions:
The noise level in the work environment is usually quiet.  Business casual dress is preferred.
High School diploma required, ITIL Foundations Certification Desired, Vocational/Technical/Business School (6-8 Months specialized training) preferred Net+, CCENT preferred, CCNA desired. 2+ years in technical support environment and/or customer service
Additional Information:
Full-time position (40 hours, Mon-Fri) with benefits.  Due to the nature of our work US Citizenship or Permanent Residence is required.  Must be eligible to receive a US Government security clearance.

Belcan is an equal opportunity employer. EOE/M/F/D/V

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
No school grade completed
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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