Production Support Analyst

Location: Baltimore, Maryland
Salary: Negotiable
Posted: 9 days ago
Contract Type: Contract
Industry: Technology
Contact Name: Amina Issah
Contact Email:

Production Support Analyst

The top 3 skillsets that are necessary for this role are: ServiceNow/experience in a tech environment, analytical thinking skills (must be self-sufficient and resolve issues on their own), and some scripting experience (this is not a developer position, but they are the people scripting experience will be beneficial for this role).

  • Responsible for swiftly resolving disruptions to technology services to minimize user impacts and maintain service levels.
  • Able to perform investigation and resolve issues leveraging available tools and documentation.
  • Partners with global team members and escalate issues within the team, regionally and to other parties as needed.
  • Communicate with vendors as part of troubleshooting and issue resolution.
  • Leverages ServiceNow, including team dashboards, to resolve incidents within policy standards.
  • Performs root cause analysis of issues and partners with our vertical support teams as needed.
  • Analyze performance trends and crafts action plans to address potential impacts.
  • Actively helps team members and makes suggestions to improve practices.
  • Performs a range of assignments related across applications.
  • Accountable for your own work and effective coordination of process and information with others.
  • Works independently within guidelines and policies for ongoing work; may receive general mentoring on new assignments but minimal mentoring thereafter.

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