IT Production Support Analyst - Top Secret Clearance

Role Description

Responsible for leading the monitoring and troubleshooting of user issues reported for our enterprise Pega web-based applications, ensuring user issues are resolved promptly. The analyst will collaborate across 8+ cross functional scrum teams to resolve issues affecting the user experience. This role requires a blend of technical troubleshooting, effective communication and customer service and the ability to advise continuous improvements to the applications’ usability and performance.

• Documents and tracks customer incidents and requests via JIRA ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable. Responsible for receiving and tracking trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
• Ability to diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations
• Offer clear instructions and workarounds for resolving common issues
• Maintain clear and concise and accurate documentation of support activities and incident resolution in JIRA
• Provide end user training on use of new applications to users and new helpdesk personnel
• Work closely with other IT teams (network, systems, application support) to resolve issues and implement fixes
• Assist Senior Systems Administrators with support issues that may arise
• Identify trends in recurring issues and collaborate on preventative measures

• TS Cleared
• Onsite 5 days a week
• Bachelor’s Degree
• Experience supporting customers use of web-based applications in a production environment
• Experience with Agile framework and working on a Kanban or Scrum team
• Experience managing incidents, problems and change processes in a production environment
• High level of written communication and documentation skills

• Knowledge of SQL and business/data analysis
• Experience with creating and monitoring tasks in JIRA

Proficiency Level: (Beginner, Intermediate, Advanced, Expert, Master)

Seneca Resources is a client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Virginia, Alabama, Georgia, North Carolina and New York that service clients throughout the United States. We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.

• Associate

• Full-time

• Information Technology

• IT Services and IT Consulting