11 days old

Support Analyst

Charlotte, NC 28202
  • Job Code
    580578
  • Payrate
    $30 To $35

The EAM Systems Support Analyst ensures the assignment of PICASSO & Remedy work tickets to analysts on the EAM Portfolio Business Support team and performs follow up on existing tickets to ensure they are closed timely and are being processed effectively for users of EAM Systems. There will be opportunities and the need to perform some troubleshooting and resolution of simple tickets as knowledge grows. Work will primarily be done in PICCASO/Remedy while coordinating with the EAM team, IT and Triage groups as necessary. Other duties outside of the assignment and follow up of tickets are possible as time permits but the primary duties of this role would be assignment and follow up of work tickets. Duties & responsibilities Duties would include the following:


- Ensuring new tickets arriving in the PICCASO/Remedy queue are assigned


- Ensuring new tickets contain the proper information that would be needed by the researching analyst (fact finding)


- Perform follow up duties of tickets to control the number of aging tickets in queue. Follow up could consist of following up with the submitter of the ticket or the assigned analyst (or both) with the goal of providing the best experience for the user while ensuring tickets are closed timely


Basic Qualifications


- Ability to understand and quickly pick up on the process used


- Ability to work with limited direction / able to take limited direction and work independently


- Working knowledge of the Maximo application


- Demonstrated ability to quickly learn and utilize new technology/applications on a routine basis.


- Ability to multitask and to work effectively in a changing environment with numerous distractions and interruptions.


- Demonstrated analytical and problem solving skills.


- Demonstrated strong interpersonal, customer relations skills.


- Strong oral and written communication skills.


- Experience working in a team environment


- Proficient in use of Microsoft Office applications (Work, Excel, PowerPoint, Access)


- Basic understanding of the PICCASO & Remedy applications or other ticket management software


- Prior experience in user functional support of applications is desired.


- Work hours = 8am to 5pm (typical) - overtime may be required some weeks to include early mornings (6am) and late evenings (7pm).


Minimum Education Requirement: 2 or 4 year degree

Categories

  • Information Technology

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Support Analyst

Randstad Technologies
Charlotte, NC 28202

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Support Analyst

Randstad Technologies
Charlotte, NC
US

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