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Application Support Analyst
Ref No.: 17-17605
Location: Plano, Texas
Immediate need for a Application Support Analyst with experience in the Banking & Finance Industry. This is a 12 months contract opportunity with long-term potential located in Plano, TX. Please review the job description below:


Job ID: 17-17605
 
 
Key Responsibilities:
 
  • Work with IT teams on improving our Incident & Problem Processes (and when relevant, our Request Fulfillment process).
  • Utilize ITIL based Service Management principles for service delivery; special focus on production sustainability and service assurance.
  • Oversee Major Incident Management procedures for restoring normal operation during service outages.
  • Act as point of escalation for customers as major incidents are declared, providing support teams with the tools they need to resolve incidents as quickly as possible.
  • Facilitate support teams’ execution of Problem Management techniques to identify Root Cause of incidents & countermeasures.
  • Enhance Problem Management functions across the enterprise.
  • Provide guidance and assistance in classifying incidents into Known Errors & in identifying opportunities to reduce recurrence.
  • Manage and participate in proactive continual improvement initiatives; moving toward a more proactive CSI process.
  • Conduct trend analyses to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposure.
  • Document modifications to process.
  • Provide training and guidance.
  • Generate regularly scheduled reporting.
  • Business Technology Solutions, Business Intelligence, Information Security & Risk (and minimally, Vendor Management Office & Program Management Office).
  • Year-round, ongoing.
  • Ongoing services, ITIL processes that are for the most part mature, while still having areas of opportunity; focus is now on improving service capabilities (such as correlation, event tuning & monitoring, risk analysis, understanding and mapping dependencies and team interdependency) – with the ultimate goal of optimizing the flow of value through IT – less on strict adherence to ITIL.

Key Requirements and Technology Experience:
 
  • Strong ITIL process management experience, specifically focused on Incident, Problem and Request Fulfillment.
  • ITIL Foundation certified.
  • Familiarity with all other ITIL processes.
  • Proficiency in MS Visio, Word, Excel.
  • SOP writing/creation.
  • Strong relationship building/interpersonal skills.
  • Experience in documenting processes for Technical/IT related functions.
  • Good research & analysis skills.
  • Good interpersonal, communication and presentation skills.
  • Good organizational skills plus the ability to motivate people across the organization to provide solutions.
  • Previous experience working in a large organization.
  • Experience with current Problem Management methodologies.
  • Experience with ServiceNow.
  • Agile / Scrum development.
  • Business Requirements gathering.
  • Process Mapping.
  • Reporting Analytics.
  • Familiarity with developing training using multiple methods (such as video, screen recording, demos, classroom, WebEx, static text only).
  • Decision maker with an operationally-focused outlook.
  • ITIL Service Operations certified.

Our client is a leading Banking & Finance Industry and we are currently interviewing to fill this and other similar contract positions. Qualified candidates should apply online for immediate consideration.