Customer Support Analyst

About the role

Serve as the primary point of contact for Correctional Information Management System (CIMS) production support requests. Provide Tier 1 and Tier 2 technical troubleshooting for end users.

Responsibilities

• Receive, review, triage, and prioritize service desk tickets.
• Gather user information, document business impact, and determine issue severity and assignment.
• Resolve routine issues using established procedures and knowledge articles.
• Create and manage detailed vendor tickets for software defects; escalate complex issues as needed.
• Coordinate with internal technical teams, business analysts, infrastructure teams, and external vendors.
• Monitor and track tickets through resolution, ensuring SLA/service-level compliance.
• Maintain accurate incident documentation and update knowledge articles/SOPs.
• Identify recurring issues, perform root cause analysis, and recommend process improvements.
• Support production releases, validation, post-implementation activities, and phased software rollouts.
• Prepare reports analyzing support trends, recurring incidents, and overall production health.
• Manage high-volume ticket deduplication and optimize queue management workflows.
• Utilize ticketing systems such as ServiceNow, Azure DevOps, Jira, Remedy, etc.

Schedule

Work 100% onsite in Tallahassee, FL.