Abacus Service Corporation · 2 months ago
NCDOT - Service Support Analyst - Expert Normal
United States
Full-time
Remote
Mid, Senior Level
3+ years expAbacus Service Corporation is seeking a Service Support Analyst to support Incident and Change Management services for the Operations and Maintenance on the Facilities Access Control System. The role involves handling incidents, assisting with business support, and ensuring the delivery of software solutions while contributing to documentation and testing efforts.
Health CareInformation Technology
Responsibilities
Support all Operations and Maintenance activities
Support the technical work efforts and ensure customer deliverables are met
Provide support with the delivery of software solutions for our business stakeholders utilizing the Software Development Life cycle methodology (SDLC)
Contribute to system documentation that supports the designed application from initiation to implementation
Support the testing of FACS solutions by serving as a tester
Work cross-functionally and collaborate with other IT disciplines to primarily coordinate all incident management and some portion of change management functions across the application tiers
Support all Operations and Maintenance initiatives and assist the Incident Lead with the delivery of software solutions
Investigate problems and other requests for the application support team to determine appropriate actions to be taken to solve these problems
Contribute with the creation of site-specific help guides like Knowledge Base (KB) articles in ServiceNow
Provide support for the testing and training for User Acceptance with business partners
Contribute to test materials required to satisfy business requirements including test strategy, test cases, defect reports and test summary
Communicate and provide status on work progress
Qualification
Required
Bachelor's degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and three years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent
Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and four+ years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent
High School or General Education Development (GED) diploma and seven+ years of experience in a distributed software services and working across enterprise software environment(s) or equivalent; or an equivalent combination of education and experience
Preferred
Good understanding/knowledge of all applications development, maintenance and support across an IT enterprise
IT experience in a distributed client/server or web services environment or equivalent experience in the IT Profession
Service/Help desk experience/knowledge for software support with the preference of ServiceNow or an equivalent software solution
Ability to create and maintain required documentation. This includes documenting customer requirements, design flows and systems flows
Understanding of the Best practices and standards for application processes and security measures to prepare documentation
Knowledge of specialized computer programming languages; and of coding processes and security measures
Ability to evaluate and analyze existing applications and define problems effectively to make recommendations
Under the direct supervision of the IT Manager/Supervisor, provides support and assistance to users in the use of hardware, application s/w, n/w, etc
Support network administration (including hardware and software installation, configuration) as necessary to improve and maintain the IT Systems
Written and verbal communications are clear, concise and achieve intended objectives contributing to Knowledge Base and Technical Document
Provide both on site and telephone support assistance to systems, equipment, and end users; focus on end-user's support, routine maintenance
Basic Knowledge and understanding of software code maintenance, configuration review and SDLC
Basic Knowledge of SQL Server with the ability of writing SQL queries to perform data extracts
Basic Knowledge of office applications (i.e., MS Excel, MS Word, MS Project, MS Visio, and PowerPoint)
Written and verbal communications are clear, concise and achieve intended objectives
Company
Abacus Service Corporation
Abacus Service Corporation is provides IT solutions for global health care businesses.
201-500 employees
H1B Sponsorship
Abacus Service Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2023 (2)
2022 (2)
2021 (4)
2020 (4)
Funding
Current Stage
Growth StageLeadership Team
S
Sam Akunuri
Founder and COO
Company data provided by crunchbase