CSA - Customer support analyst

the end user and client internal support, engineering and development teams. It is an important role to champion the customer experience and to continuously look for new ways to improve our day-to-day processes and our overall service delivery.
Day to day activities involve the following:
• Fulfill incoming Service Requests, Incidents, Problems, and Change Requests

• Troubleshooting Incident tickets, provide functional and technical subject matter expertise
• Engage the product development and/or engineering teams as required to resolve Incident tickets or Problems
• Analyze application defects, identify current trends and recognize the opportunities to improve the resolution time, work quality and performance
• Champion the customer experience, by effectively managing the end user expectations on response times, and provide professional & timely communication

• Identify and implement the service improvements
• Lead daily standups, and weekly status meetings for Support Teams

• Create and update the knowledge base articles, as well as operational reports and dashboards within ServiceNow
• Ensure secure and efficient data transmission by configuring and maintaining file transfer protocols and standards
• Collaborate with cross-functional teams to gather and understand file transfer requirements, facilitating the development of appropriate solutions
• Prepare comprehensive reports, working closely with multiple stakeholders to obtain necessary data evidence
• Enhance daily operations by leveraging AI tools and technologies, fostering improved efficiency and innovation
• Help to onboard new applications, and track small-to-medium size projects to completion

• Align support to the Delivery Lead, play as a back-up when needed
Required Qualifications:

• 3 to 4 years of work experience in application support, in a fast-paced and large-scale cloud environment
• Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline
• Previous work experience in a client-facing role, must also be comfortable presenting in front of internal and external stakeholders at various levels
• Strong knowledge of SDLC and Ticket life cycle
• Domain and functional knowledge of support process documentation and knowledge base articles
• To demonstrate ability to learn an application, and become a subject matter expert on the application's features and functionality
• Understand ITIL service management principles
• Experience working in an Agile and DevOps culture
• Comfortable to take up the ownership of parts or whole initiatives, with a proven track record of working independently and with cross-functional teams
• Demonstrate ability to effectively prioritize ticket volume, balance workload and meet deadlines
• Highly organized and detail oriented
• Good team player and a quick learner
• Outstanding customer service skills and know how to show empathy towards the customers / end-users
• A natural problem solver
• Managing multiple conflicting deadlines, competing priorities and customer expectations
• Manual Testing experience

Technical Skills
• ServiceNow/Remedy • Azure • SQL • Troubleshooting • PowerBi • Basic PowerShell Query/SQL query • DataDog • Sharepoint • PagerDuty • JSON • ADO • Windows Server administration • Pendo • Splunk
Certifications (Optional)
• ITIL Foundations

Only English profiles will be considered, please add your salary expectations.