[Remote] NCDOT - Service Support Analyst - Expert Normal

Note: The job is a remote job and is open to candidates in USA. Abacus Service Corporation is seeking a Service Support Analyst to support Incident and Change Management services for the Operations and Maintenance on the Facilities Access Control System. The role involves handling incidents, assisting with business support, and ensuring the delivery of software solutions while contributing to documentation and testing efforts.

Responsibilities

• Support all Operations and Maintenance activities
• Support the technical work efforts and ensure customer deliverables are met
• Provide support with the delivery of software solutions for our business stakeholders utilizing the Software Development Life cycle methodology (SDLC)
• Contribute to system documentation that supports the designed application from initiation to implementation
• Support the testing of FACS solutions by serving as a tester
• Work cross-functionally and collaborate with other IT disciplines to primarily coordinate all incident management and some portion of change management functions across the application tiers
• Support all Operations and Maintenance initiatives and assist the Incident Lead with the delivery of software solutions
• Investigate problems and other requests for the application support team to determine appropriate actions to be taken to solve these problems
• Contribute with the creation of site-specific help guides like Knowledge Base (KB) articles in ServiceNow
• Provide support for the testing and training for User Acceptance with business partners
• Contribute to test materials required to satisfy business requirements including test strategy, test cases, defect reports and test summary
• Communicate and provide status on work progress

Skills

• Bachelor's degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and three years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.
• Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and four+ years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.
• High School or General Education Development (GED) diploma and seven+ years of experience in a distributed software services and working across enterprise software environment(s) or equivalent; or an equivalent combination of education and experience
• Good understanding/knowledge of all applications development, maintenance and support across an IT enterprise
• IT experience in a distributed client/server or web services environment or equivalent experience in the IT Profession
• Service/Help desk experience/knowledge for software support with the preference of ServiceNow or an equivalent software solution
• Ability to create and maintain required documentation. This includes documenting customer requirements, design flows and systems flows
• Understanding of the Best practices and standards for application processes and security measures to prepare documentation
• Knowledge of specialized computer programming languages; and of coding processes and security measures.
• Ability to evaluate and analyze existing applications and define problems effectively to make recommendations
• Under the direct supervision of the IT Manager/Supervisor, provides support and assistance to users in the use of hardware, application s/w, n/w, etc.
• Support network administration (including hardware and software installation, configuration) as necessary to improve and maintain the IT Systems
• Written and verbal communications are clear, concise and achieve intended objectives contributing to Knowledge Base and Technical Document
• Provide both on site and telephone support assistance to systems, equipment, and end users; focus on end-user's support, routine maintenance
• Basic Knowledge and understanding of software code maintenance, configuration review and SDLC
• Basic Knowledge of SQL Server with the ability of writing SQL queries to perform data extracts
• Basic Knowledge of office applications (i.e., MS Excel, MS Word, MS Project, MS Visio, and PowerPoint)
• Written and verbal communications are clear, concise and achieve intended objectives

Company Overview

• Abacus Service Corporation is provides IT solutions for global health care businesses. It was founded in 2004, and is headquartered in Southfield, Michigan, USA, with a workforce of 201-500 employees. Its website is http://www.abacusservice.com.

Company H1B Sponsorship

• Abacus Service Corporation has a track record of offering H1B sponsorships, with 3 in 2025, 2 in 2023, 2 in 2022, 4 in 2021, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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