Customer Support Analyst responsible for providing efficient client support at CIAL Dun & Bradstreet. Engaging with clients via various channels to resolve issues and improve processes.
About the role
- IT Support Analyst providing application support and incident management. Responsible for ensuring applications and systems meet operational availability standards.
Responsibilities
- Perform controlled resolution of incidents and problems including prioritization and escalation
- Service applications / systems and provide a level of application/systems/operational availability that meets or exceeds established standards/service levels
- Partner with key stakeholders to schedule packaging and release new applications in a timely manner
- Continuously strive to improve the stability of production environment
- Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues
- Ensure timely notification and escalation of possible issues/problems
- Deliver effective and defect-free support (application, software and/or operations)
- Interact with clients to provide quality service/solutions consistent with objectives and client requirements
- Design, review, and integrate all application requirements
- Consult with other functional areas to provide technical expertise on area of specialization
- Develop a working relationship with 3rd party vendors as required
- Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
Requirements
- Undergraduate degree or Technical Certificate
- 5-7 years relevant experience
- SAS programming language knowledge is mandatory
- Mainframe platform knowledge (ie. JCL, AWF Scheduling, Endevor)
- Overall Rahona/Cloud knowledge
- Experience running ETL jobs
- Databricks experience
- Azure Data Factory
- Microsoft SQL Server Management Studio
- Visual Studio Code
Benefits
- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
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