Job Description

Job Number:

325471

Category:

Enterprise IT

Details:

A Software Analyst l job is currently available at Belcan in Cincinnati, OH. This is a full time, direct hire position with full benefits. Great matching candidates will have 2+ years' experience in a technical support role and exceptional customer service skills.

Profile:
This position is responsible for assisting internal/external customers with software installations, troubleshooting and resolving software related issues and assisting in executing software projects and related tasks. 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.

Responsibilities and Daily Activities• Provide support and resolution for internal/external customer incidents, requests and inquiries for all Engineering and Business productivity software• Log and document detailed ticket activity until resolution is complete and ticket is closed with customer• Collaborate with other analysts and customer support groups 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• Other duties as assigned

Skills and Requirements• Exceptional customer facing/customer service skills• Willingness to share and expand overall knowledge within ITSG• Demonstrate a desire and ability for self-directed education regarding Digital infrastructure and Software• Excellent conflict resolution skills• Solid understanding of Information Technology and computing systems, including service design• Familiar with ServiceNow Incident Management System• Ability to help others while meeting individual performance goals• Superior technical troubleshooting • Detail oriented with a passion for Service Improvement and documenting knowledge• Experience with 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• 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

Environment
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.

Qualifications
High School diploma required, ITIL Foundations Certification Desired, Vocational/Technical/Business School (6-8 Months specialized training). 2+ years in technical support environment and/or customer service (software support and delivery experience preferred).

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.

If you are interested in this Software Analyst l job in Cincinnati, OH, please apply via the 'apply now' link provided. As an employee with Belcan Engineering, you will be part of one of the largest engineering firms in the United States. We maintain a small-company atmosphere as well as open communication at all levels of our organization, allowing for much more dynamic decision-making processes. We offer flexible schedules as well as an excellent mentoring system to ensure that you have all of the knowledge and tools you need to meet a diverse range of engineering challenges. You will also have opportunities to advance to positions of greater responsibility, including management roles. Your hard work and professional dedication will be rewarded with a competitive compensation package.

Belcan is an equal opportunity employer. EOE/M/F/D/V
Build a challenging and rewarding career with an industry leader!
http://belcan.com/