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North Chicago, IL 60064
Sr. Application Analyst
B Sc (CSC),BCA, M Sc (CSC), M Sc (IT)
? Monitor application availability and notify support team in case of exceptions and also provide update to applications owners and business stakeholder on the status and the potential impact.
? Accountable for assigned tickets.
? Ensure appropriate classification and prioritization of tickets.
? Ensure all work requests are recorded in the Service Management system.
? Escalate tickets to L2 team (Service & Sr Service analysts) where additional analysis is required for resolution.
? Escalate tickets that require external intervention.
? Alert Leads for tickets where there can be a potential SLA breach.
? Provide periodic task level updates as required.
? Perform event monitoring / daily health checks and report any exceptions.
? Ensure incidents and service requests are handled as per targets and timelines in accordance with the SOP communicated by the Supervisor.
? Acknowledge calls/emails within targets set.
? Resolve incidents and requests, leveraging knowledge articles.
? Comply with defined process during task execution (including event management, request fulfillment etc).
? Maintain effective working relationship (Interpersonal) with team members and supervisors.
Contribution to Org Initiatives:
? Adhere to Organization policies and procedures.
? Participate in project and organization initiatives led by the Delivery leadership.
? Contribute new ideas and innovative approaches at work, including CSI themes.
? Provide data and related inputs to the Supervisor for reports to be shared with senior management.
Business Development & Customer Relationship Management:
? Resolve customer queries and requests.