Support Desk Analyst

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POST DATE 8/11/2018
END DATE 8/18/2018

NTT Data Inc Sandy Springs, GA

Location
Sandy Springs, GA
AJE Ref #
582473259
Job Classification
Full Time
Job Type
Temporary
Company Ref #
18-05595
Experience
Entry Level (0 - 2 years)

JOB DESCRIPTION

Description

IT Operations Support Desk Analyst - Intermediate
Job Description/ Requirements:
This is a cross functional role working to provide 1st level and 2nd level support and response to various issues and dealer inquiries as well as other operational support activities.

Daily duties will include, but will not be limited to:

Monitoring, administering, and testing all systems related to the delivery and tracking of training (to include, Learning Management System, Dealer Personnel Management Systems, Admin Portal, etc.).

Incumbent must identify and report inconsistencies in the functionality of systems, mitigate the impact of issues to our customers, and collaborate with team members to support communication efforts.

Incident management process should be supported per ITIL framework best practices, with theresolution and/or escalation of incidents to third level support and/or management as
appropriate.

Assist with workflow and other team members to achieve operational best practices to
accomplish departmental objectives, reduce operational risk, improve operational
reliability, and meet or exceed service level agreements.

Job Responsibilities:
* Monitoring and responding to various issues
* Monitoring and responding anomalies with Learning Link, SumTotal, Ed LMS, Admin Portal, Dealer Personnel Management System, Training Admin Assistance, Dealer Performance Bonus Scorecard, etc.
* Provide Level I & II support for the above items
* Thorough documentation, reporting, and updating of issues through CISM/JIRA/Github to responsible IT partners.
* Persistent and effective follow-up of open tickets until resolution.
* Perform other duties and responsibilities as assigned by supervisor.

Required Skills/ Qualifications:
Intermediate

* Experience administrating operational systems (preferably Learning Management Systems, though not required)
* Knowledge of ITIL-based service management
* Knowledge of SQL and/or using Cognos to generate reports
* Knowledge and skills related to analyzing data in Microsoft Excel
* Knowledge related to systems design (databases, data flow, jobs, networking, etc.).
* Advanced troubleshooting skills
* Ability to quickly identify patterns
* Strong customer-facing communication skills
.

NTT DATA, Inc. (the Company ) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.