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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

General Experience: Business Integration Analysts (3)s possess 1 to 2 years of experience in information systems implementation, change management efforts or business process redesign and may possess a security clearance.

Functional Responsibility: Business Integration Analyst (3)s apply their strong analytical and technical skills to assist in implementing business solutions. Business Integration Analysts are directed to exercise core skills on projects, or they may direct small teams. A Business Integration Analyst (3) is qualified to perform tasks such as:

• Document an organization’s current business process flows

• Design, code and test functional components of information systems according to project specifications

• Identify and document functional requirements for information systems

• Develop project documentation and user training materials according to program specifications

• Conduct user training sessions

• Prepare communications plans

• Produce database extracts

• Provide technical support to software development teams

• Perform program management support tasks, such as status reporting and work plan maintenance

Bachelors

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