Job Description
Sr Support Analyst – IS
Location: Pittsburgh, PA, United States
C: 11.93
Job Summary
As a Senior Support Analyst – IS, is responsible for supporting Enterprise application for legal, real estate and finance departments. In this role you will document, troubleshoot and resolve or escalate technology or application support while ensuring end-user satisfaction. This may include support of a specific technology, applications or business processes. You will assist users with day-to-day questions and issues, maintain system documentation, provide instruction/training to business users and solve problems to root cause. You will also be responsible for coordinating cross-functional teams to research, document and resolve complex issues that cross department responsibilities. This role can be remote.
Job Description
Key Competencies:
- Associates degree in Information Technology
- Minimum 5 to 10 years experience in managing ITIL processes.
- ITIL v.5 certification is a definite asset.
- Previous experience using ServiceNow ticketing tool
- Previous experience supporting one or more of the following applications required;
- IBM TRIRIGA
- iManage cloud based solution
- Agileoft contract lifecycle management and business process management
- MS Project Online PWA
- MicroStation: 3D CAD Software | Bentley Systems
- Sage 300 Construction and Real Estate, (formerly Sage Timberline Office)
- Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all groups, and to drive and resolve incidents in a high pressure, dynamic, real time environment
Job Responsibilities
- Conduct analysis and then determine and implement resolutions to correct technology system or application issues.
- Provide leadership for issue resolution by assembling, coordinating and managing cross functional teams from IT and various business areas.
- Provide support to end users within the legal and real estate department for technology systems or applications supported by the team.
- Act as a liaison between end users and system developers, answer questions and provide training.
- Function as the subject matter expert on problem resolution with the following applications:
- IBM TRIRIGA
- iManage cloud based solution
- MS Project Online PWA
- MicroStation: 3D CAD Software | Bentley Systems
- Agileoft (sotwared specializing in contract lifecycle management and business process management)
- Sage 300 Construction and Real Estate, (formerly Sage Timberline Office)
- Perform project management functions as needed to ensure system/business processes are effectively implemented. The functions include but are not limited to scope definition, plan/schedule development/implementation, meeting leadership and resource management.
- Provide business analysis deliverables as needed for process improvement and application support.
- Responsible for technology system or application maintenance (data maintenance, data entry and control data updates).
- Assist with determining and applying system modifications required to comply with federal, state and local regulatory changes.
- Determine and execute the appropriate method for performing technology system or application(data updates, exports, imports and cleanups for systems supported by the team).
- Assist with ensuring technology system or data integrity by auditing, researching discrepancies to determine root cause and provide possible solutions to management.
- Develop basic ad-hoc reports using various application reporting tools.
- Through classes, reading, and/or other mechanisms, continuously increases technology systems or application/tools knowledge.
- Perform functions with appropriate software for various business processes including forms preparation, report preparation, and other related functions/
- Responsible for analysis and improvement of daily activities associated with various business processes and programs.
- Serve as a mentor for Associate Support Analysts and Support Analysts.