Support Analyst

4 июня 2019    40
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-2 years Help Desk/Service Desk analyst experience, or 1 year of junior Business analyst experience
-Upper-intermediate level of English
-Ability to work from 6 pm till 2 am Kiev time ( first 3-4 month working schedule will be from 10AM Kiev time till 7PM Kiev time)
-Ability to read and understand technical manuals, procedural documentation, and create standard operating procedures
-Work independently to analyze escalated issues, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution
-Excellent written, verbal, listening, analytical, and communication skills required. Must be able to easily grasp and communicate complex ideas
-Excellent organizational skills to adapt to sudden change. Ability to change direction at any given time
-Ability to understand the interdependencies between applications and systems
-Experienced in Business support with strong problem diagnosis skills (Thinks outside the box)
-Effectively use knowledge gained through prior experience and training to resolve issues. Ability to document knowledge and share solutions with other SME and IRT Teammates is required
-Displays use of excellent interpersonal skills. Demonstrated ability to interact with professionals both on a Technical and Non-Technical level
-Proven ability to learn new technologies while maintaining high levels of performance in an ambiguous, high pressure environment

— Ability to collaborate with other team members in a global team environment;
— Possibility of remote work or opportunity to work in a cool office in historical part of Kiev on Desyatinnaya street;
— Competitive salary;
— Collaborative friendly team environment;
— Free treats: tea, coffee, cookies, English classes, corporate parties, competitions.

— Support of application Surety in GuideWire PolicyCenter
-Troubleshooting/responses to user requests/incidents received and providing first level support for users of certain set of applications
-Regularly review assigned incidents and/or requests, checking for actions already taken, accuracy of ticket categorization and service delivery urgency. Take ownership of tickets based on assigned SME application and priority assignment time in queue
-Review incidents and/or requests from the customer perspective and decide whether they should be assigned to the development team or may be resolved at analyst level
-Control the service levels for requests resolution and escalate unresolved issues
-Answer and handle calls/emailings related to Surety in GuideWire PolicyCenter
-Multi-task between multiple critical or high severity issues

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