Service Support AnalystCynet Systems • Raleigh, NC
Service Support Analyst
Cynet Systems • Raleigh, NC
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]
Job Description:
Job Description:
- The Service Support Analyst is a senior-level resource supporting Incident and Change Management services for Operations and Maintenance on the Facilities Access Control System (FACS)/Genetec.
- The role focuses on supporting the Enterprise Services Manager by assisting with incident handling, change management, and ensuring seamless business support.
- The analyst will contribute to technical planning, analysis, solution design, implementation, system integration, testing, and ongoing maintenance across multiple application tiers.
- The position also supports continuous application integrations, software upkeep, documentation, and testing activities for FACS and the Building Services Unit.
- Support all Operations and Maintenance activities.
- Support technical work efforts and ensure customer deliverables are met.
- Assist with the delivery of software solutions using the Software Development Life Cycle (SDLC).
- Contribute to system documentation from initiation through implementation.
- Support testing of FACS solutions by executing test activities.
- Coordinate incident management and participate in change management processes across application tiers.
- Collaborate cross-functionally with multiple IT disciplines.
- Investigate problems and service requests to determine appropriate resolutions.
- Contribute to site-specific help guides, including Knowledge Base articles.
- Provide support for testing and training for User Acceptance with business partners.
- Contribute to test materials including test strategies, test cases, defect reports and test summaries.
- Communicate and provide status updates on work progress.
- Three years of progressive experience in distributed software services and enterprise software environments with a bachelor’s degree.
- Four+ years of progressive experience in distributed software services and enterprise software environments with an associate degree.
- Seven+ years of experience in distributed software services and enterprise software environments with a high school diploma or GED.
- Bachelor’s degree in computer science, IT, or a related technical field; or
- Associate degree in computer science, IT, or a related technical field; or
- High School diploma or GED with equivalent experience.
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