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Specialization: Business Continuity Management

Technical Skills:

Role Description: 

Responsible for the overall management of specific task assignments, ensuring that the technical solutions and assigned schedules are promptly completed.

•           Documents and tracks customer incidents and requests via Service Now ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable

•           Is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.

 •          Ability to diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations

•           Provide the client technical support via remote access, over the phone/Skype and email.

•           Provide end user training on use of new and legacy applications

•           High level of written communication and documentation skills

•           Use ServiceNow to document solutions clearly a

The Business Analyst 2 may provide knowledge in business process and system analysis, design, improvement, and implementation efforts or in translating business process needs into technical requirements. The Business Analyst uses available computer systems resources and personnel to carry out analysis to support management's quest for performance improvement to determine the most useful business solution. In addition, the Business Analyst may:

• Implement a comprehensive management plan for each project and hold regular stakeholder meetings to keep all interested parties updated in project progress

• Determine and document user requirements for business processes and abide by those requirements for future projects

• Reviews and analyzes information, forecasts, methods, schedules, systems, processes and procedures

• Provides expertise in, but not limited to, Configuration Management, Strategic Planning, Knowledge Management, Business Analysis and Technical Analysis

Level 2 performs more varied and difficult tasks compared to Level 1, yet has less autonomy than Level 3.

Bachelors

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