IT Support Analyst

Key Responsibilities

• Aid senior Application Analysts and DWSD staff with day-to-day application support.
• Document business workflows, system steps, user issues, and process gaps.
• Support QA/testing activities by executing test cases and recording test results.
• Validate data in spreadsheets, reports, applications, and customer/business systems.
• Track defects, user issues, and follow-up items in tools such as Jira, ServiceNow, Excel, or similar tools.
• Assist with troubleshooting for application, access, data, and workflow issues.
• Support basic troubleshooting for application, access, data, and workflow issues.
• Assist with documentation for customer portal, payment system, billing, work order, and GIS-related workflows.
• Participate in meetings with business users, technical teams, and senior analysts.
• Prepare simple status updates, issue logs, and progress reports.
• Follow DWSD data security, customer privacy, and internal IT procedures.
• Support production and non-production environments as directed by DWSD.

Requirements

• Bachelor's degree or current/recent coursework in Computer Science, Information Systems, Engineering, Business Information Systems, Data Analytics, or related field.
• Basic understanding of IT applications, databases, and business systems.
• Basic SQL knowledge is preferred.
• Good Excel skills for tracking, validation, and reporting.
• Ability to follow test scripts and document test results.
• Strong written and verbal communication.
• Ability to work onsite in Detroit.
• Likely to be legally authorized to work and reside in the U.S.

Preferred Skills

• Exposure to Oracle, ERP, CRM, billing, customer portal, GIS, or work order systems.
• Familiarity with REST APIs, application integrations, or middleware concepts.
• Experience using Jira, ServiceNow, Azure DevOps, Confluence, SharePoint, or similar tools.
• Basic understanding of data privacy, customer data, and documentation standards.