IT Support Analyst
ALTEN Technology USA · Daphne, AL · Yesterday
On-siteInformation TechnologyFull-time
Responsibilities
- Provide Tier 2/3 support for business applications, ensuring timely incident resolution.
- Manage incidents, service requests, and problem records through ServiceNow (SNOW).
- Follow ITIL processes for Incident, Problem, Change, and Request Management.
- Troubleshoot application issues, coordinate with technical teams, and drive issues to resolution.
- Monitor application health, identify recurring issues, and recommend process improvements.
- Maintain documentation, knowledge articles, and support procedures.
- Deliver high-quality customer support while meeting SLA and KPI targets.
Qualifications
- 3+ years of IT Support/Application Support experience.
- Strong knowledge of ITIL, ITSM, and ServiceNow (SNOW).
Pay
The actual salary offered is dependent on various factors including, but not limited to, location, the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.