L3 Support Analyst
L3 Support Analyst
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Job Description
Position Description:
Job Summary:
As an L3 Support Analyst you will be responsible for providing technical assistance and support to internal or external customers through incident and problem management. You will troubleshoot issues and offer timely solutions to ensure smooth operations and customer satisfaction. This role requires strong analytical skills excellent communication abilities (both verbal and written) and a customer-centric approach.
Key Responsibilities:
Technical Support: Provide L3 technical support to end-users using Service Now and Jira.
Issue Resolution: Investigate and diagnose reported problems analyze root causes and implement solutions to resolve technical issues efficiently. Escalate complex problems to appropriate teams or higher levels when necessary.
Documentation: Maintain accurate records of support interactions including details of inquiries comments and actions taken using a ticketing system or other tracking tools. Document troubleshooting procedures and solutions for future reference.
Continuous Improvement: Contribute to the improvement of support processes tools and knowledge base to enhance the efficiency and effectiveness of support services. Identify recurring issues and propose proactive measures to prevent or minimize future occurrences.
Team Collaboration: Collaborate closely with other support analysts technical specialists and cross-functional teams to share knowledge exchange best practices and resolve complex problems collaboratively.
Required Skills and Qualifications:
Bachelors degree in Computer Science Information Technology or a related field (or equivalent work experience).
Proven experience in technical support or a related customer-facing role.
Strong troubleshooting and problem-solving skills.
Excellent communication skills both verbal and written.
Ability to work independently and collaboratively in a fast-paced environment.
Familiarity with the ticketing tool Service Now.
Customer-focused attitude with a passion for delivering exceptional service.
Preferred Skills and Qualifications:
Knowledge of database management systems and hands-on experience with SQL.
ITIL training or certification or relevant support experience.
Exposure to RPA tools knowledge of Splunk UIPath Kafka would be an added advantage.
Hands-on experience checking job logs for errors and monitoring scheduled jobs.
Knowledge of mainframe screen navigation is a plus.
Desired Knowledge:
Understanding of the supply chain domain or any manufacturing domain.
Experience working with French or European clients is an advantage.
Ability to provide L3 support and willingness to work in rotational shifts.
Experience: 4 to 8 years (maximum 8 years).
Career Growth Opportunities:
Professional Development: Access to ongoing training and certification programs to enhance your technical skills and knowledge.
Career Advancement: Opportunities to advance to higher-level support roles technical specialist positions or leadership roles within the support team.
Cross-Functional Experience: Gain exposure to different areas of the business by collaborating with various teams which can open doors to diverse career paths.
Mentorship Programs: Benefit from mentorship and guidance from experienced professionals to help you navigate your career journey and achieve your goals.
Skills:
- ServiceNow
- Technical Analysis
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
IC
Employment Type
Full-Time
