Support Analyst 2

Job description

Support Analyst 2

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KEY EXPECTED ACHIEVEMENTS
• Incident Management Ø Identifies impact and validates priority. Ø Provides technical and functional analysis Ø Provides the solution to users. Ø Identifies and communicates potential workarounds. Ø Informs users on the status of incident processing. Ø Provides the link with level 3. Ø Continues from the handling of the incident until its closure.
• Service Request processing. Ø Takes into account RH requests Ø Processes RH or forwards it to a contributor Ø Informs users on the status of RH treatments. Ø Continues the treatment of the RH until its closure
• Contributes to the analysis of root causes linked to incidents, (Problem Management) Ø Participates or even leads the analysis of root causes of incidents. Ø Transmits the result to the contributors in charge of implementing the patches.
• Exploits the monitoring of services. Ø Exploits the monitoring set up by the construction and/or infrastructure teams. Ø Takes into account the alert and informs potential contributors to anticipate impacts on users
• Validates changes in production (change management) Ø Analyses exchange requests to measure their impact on users. Ø Rejects or accepts the change based on his/her analysis. Ø If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. Ø If the exchange is rejected, provide arguments to the exchange coordinator.
• Contributes to the continuous improvement of applications. Ø Feed back to the development teams the potential improvements detected by the users or by themselves.
• Capitalizes the knowledge acquired. Ø Ensures the capitalisation of lessons learned from its activities.

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Support Analyst - 2

Primary Skills (Technical Must Haves)

O365; React JS / SPFX, powerapps, flow, sharepoint

HTML, CSS, JavaScript (ReactJS Framework), TypeScript, PowerApps, PowerBI(Good to have), ITIL , Supporting O365/Sharepoint Applications

Knowledge on Support Processes handling Incidents, Service Requests , ITIL will be a big plus

Secondary Skills (Technical Good To Have)

SPFx development, SharePoint PnP (Patterns and Practices), Office UI Fabric

Soft Skills required

Visual Studio Code

Office 365

Experience Total (Min & Max)

3-5 years