Zyxware Technologies · 3 days ago

Tier 3 IT Help Desk Business Analyst

DC-Baltimore Area

Full-time

Remote

Mid Level

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Hiring Manager

Anosh Kumar

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Responsibilities

Incident Management: Triage, troubleshoot, and resolve complex technical issues across various platforms, including Drupal, Appian, and custom solutions.

Problem Management: Identify root causes of recurring issues and implement preventative measures to minimize future incidents.

Change Management: Assess the impact of changes to the IT environment and manage the change process to minimize disruption.

Knowledge Management: Document troubleshooting procedures, best practices, and knowledge articles to improve efficiency and knowledge sharing.

Customer Support: Provide timely and effective technical support to end-users, both internally and externally.

Collaboration: Work closely with development teams, infrastructure teams, and other stakeholders to resolve issues and implement solutions.

Process Improvement: Identify opportunities to improve IT support processes and workflows.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ITIL frameworksTicketing systemsITIL processesJiraServiceNowDrupalAppianIncident managementChange managementProblem management