L2 Application Support Analyst /Customer Support Analyst |ServiceNow_Remote

BURGEON IT SERVICES is seeking an L2 Application Support Analyst / Customer Support Analyst to support multiple PwC products in a large-scale cloud environment. The role focuses on Level 2 functional and technical support, service request fulfillment, incident and problem management, knowledge base maintenance, issue triage, reporting, and collaboration with clients and cross-functional teams.

Responsibilities:

• A Customer Support Analyst (Level 2 Support) will use a mix of technical, functional, communication and client service skills to play a key part in the success of the team supporting multiple PwC products
• Main responsibilities include fulfilling service requests, creation and maintenance of knowledge base articles, supplemental incident and problem management tasks, testing of product features, reporting bugs, ensuring appropriate triaging of complex technical issues; creating and analyzing reports in ServiceNow and/or PowerBi
• Sometimes, they will help cover the excess workload and act as a back-up when needed
• In addition, individuals must be comfortable working and speaking with a wide range of people in various positions, including project managers, clients, support staff and vendors
• Acting as a liaison and contribute to relationship building between cross functional teams, they should display strong communication skills – both verbal, professional writing, and presentation skills
• Handling level 2 functional and technical support to resolve issues including
• Diagnosing and in-depth and complex troubleshooting application issues
• Working with the client teams and when necessary, end users
• Serves as a primary point of contact for client escalations
• Triaging incoming requests (via ServiceNow) and where needed, escalating to SRE and application support (L3/4) teams
• Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA adherence, trend analysis and other related ITIL based issues
• Creating, updating and managing support process documentation and knowledge base articles
• Managing multiple conflicting deadlines, competing priorities and customer expectations
• Displays a sense of ownership, liaison and relationship building between cross functional teams

Requirements:

• 2-4 years of work experience in Service Delivery in a large-scale cloud environment with focus on request fulfillment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives
• Handling level 2 functional and technical support to resolve issues including diagnosing and in-depth and complex troubleshooting application issues
• Working with the client teams and when necessary, end users
• Serves as a primary point of contact for client escalations
• Product oriented support experience
• Triaging incoming requests (via ServiceNow) and where needed, escalating to SRE and application support (L3/4) teams
• Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA adherence, trend analysis and other related ITIL based issues
• Creating, updating and managing support process documentation and knowledge base articles
• Strong domain and functional knowledge of multiple software applications to aid in functional and technical support
• Managing multiple conflicting deadlines, competing priorities and customer expectations
• Experience with ITIL service management principles
• Experience promoting an agile and DevOps culture
• Displays a sense of ownership, liaison and relationship building between cross functional teams
• Strong communication skills – both verbal, professional writing and presentation skills
• Organizing and prioritization skills is a MUST