SaaS Support Analyst

Job description

Job Description

SaaS Support Analyst

Position Description
CGI is looking for a SaaS Application Support Analyst to play an instrumental role in client support of the CGI All Payments application delivered in a MS Azure environment. Individual will support various day-to-day support requests, troubleshooting, incident management, SLA metric reporting, conduct front-end testing and any other administrative functions. Slight development activities may be performed with the goal of performing timely issue resolution and maintaining the daily operations/administration of the applications you will be responsible for.

Your future duties and responsibilities
The SaaS Application Support Analyst will:

• Proactively monitor, support and troubleshoot an application(s) regarding its system health and operation with respect to resolving customer issues and supporting production matters per the Managed Services Operational Framework..

• Promptly and professionally answer incoming calls / emails, determine the client’s needs, answer general inquiries and / or gather appropriate information to support timely resolution of the issue.

• Accurately document the call, and if applicable, initiate and follow the appropriate workflow when the issue is not immediately resolved.

• Work on client reported issues and provide resolution within the agreed upon SLAs.

• Stay informed of system status and other technical dependencies that may impact the applications front-end user experience.

• Ensure tracking and status of all issues to support tracking and metrics reporting for SLAs.

• Support user administration and assist with release management

• The person should have very good experience with regards to reviewing and analyzing server, middleware, and application logs relative to troubleshooting issues, this work will also include working closely with the development team with regards to managing software quality.

• The person should be familiar with supporting customer facing three tier applications and have the ability to resolve trouble tickets and application issues.

• The individual should also be experienced using system monitoring tools such as Microsoft Operations Manager, Prometheus, Oracle Enterprise Manager, Wily, or Splunk to analyze, manage, and report on system health.

• The work will include off-hours support (evening work or weekend work) with regards to supporting production upgrades, maintenance windows and or system outages.

Required qualifications to be successful in this role
• The individual should have 3-10+ years of relevant work experience (help desk, infrastructure, applications support).

• The individual should also be familiar with MS Office applications (Excel, Word, PowerPoint, Visio, and Project) with regards to documenting maintenance plans, reports, and / or procedures.

• The person should have a BS and or MS degree in a relevant technical field such as CS, EE, or MIS

• The person should be a team player, be able to work independently, be highly motivated and possess good communications skills with regards to interacting with various cross-functional team members and in writing maintenance support documents

• Excellent interpersonal skills including the ability to work with diverse personality types and understand technical issues.

Minimum Education Required: Bachelors Degree

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Skills

·  Cash Management
·  Microsoft Visio
·  Communication (Oral/Written)
·  Microsoft Office
·  Splunk

Reference

621155