New

Technical Analyst

TEKsystems
$30.00 - $45.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Ohio, Cleveland
Jul 03, 2025
Top Skills' Details-4-6 years of experience in a production support or IT operations role -Strong foundation in ITIL service management (well-versed in ITIL processes and capable of applying them to real-world support scenarios to drive continuous service improvement). -Hands-on experience with ServiceNow or similar ITSM tools -Problem solver and critical thinker (Tier 1 and work it all the way through to resolution, know how to engage and who to engage with when a ticket is issued -- need to be able to root cause the problem to drive the appropriate engagement) -Data operations and understanding of BI tools would be a huge plus Education o Required * Bachelor's degree in Computer Science or Information Technology. In lieu of a degree, at least * 3 years of experience in enterprise-wide software support -ITIL Certification would be preferred Description The client is seeking a Production Support Coordinator that will serve as more of a "generalist" versus a "specialist." This consultant will need to take the tickets and diagnose root cause to engage the appropriate specialist teams to resolve the issue. They will need to be very well versed within ITIL as that is the process this organization follows while leveraging ServiceNow. WHAT THE ROLE WILL DO: -Problem Management and understanding of using ServiceNow: Identify root causes of recurring incidents and create problem records. The goal is to prevent incidents from happening again and understanding why the incidents are happening. Needs more of a critical thinker than a technical analyst that will just 'fix it'. * Support team with software-as-a-service (SaaS) and enterprise-wide applications by assisting in developing and identifying design considerations and business impacts needed for configuration * Organize and provide data for internal department planning and activities * Perform basic configuration, setup, and updating of applications * Assist in loading data into established tables, fields, and system databases * Research and propose approaches to define governance standards and processes for data input, structures, and storage mechanisms * Build reports that facilitate business management and staff decisions * Set up user access and assist in training users on the applications * Provide suggestions for changes in applications development, maintenance, and system standards * Collaborate with cross-functional technical teams within the organization, to ensure the integration and interoperability of enterprise-wide systems * Facilitate collaboration with client stakeholders and external vendors to provide support for enterprise wide applications The Technical Analyst role is responsible for providing support for software-as-a-service (SaaS) and enterprise wide applications necessary for the collection, retrieval, accessibility and usage of data for internal department planning and activities. The incumbent will work closely across technical teams to ensure software systems are running efficiently with minimal downtime. The incumbent will provide configuration, set up, and updates to the applications, ensuring that data is entered into established tables, fields, and system databases with the highest level of accuracy. The incumbent will be expected to assist with the development of queries and build reports utilizing query and flexible reporting tools to facilitate business management decisions. The role will document and provide suggestions to management concerning changes in applications development, maintenance and system standards to optimize performance and mitigate potential risk with the ability to analyze various metrics to monitor performance and provide insights to management. They will provide basic support for training users on the applications and setting up user access. They will facilitate collaboration with cross-functional teams and client stakeholders to provide support for enterprise-wide applications. Skills servicenow, itil, itil service management, production support Additional Skills & Qualifications * 2-4 years of experience in enterprise-wide software support with in-depth knowledge of software development methodologies * Knowledge of enterprise-wide applications and software platforms * Experience with software-as-a-service (SaaS) and enterprise-wide systems * Experience in configuring and setting up various enterprise-wide applications * Familiarity with applying security designs and principles to technology-based business solutions * Experience in database management and maintenance * Ability to develop custom queries using query and reporting tools * Knowledge of data management best practices and quality control processes * Strong analytical and problem-solving skills * Strong communication and interpersonal skills and experience collaborating with cross-functional teams and external vendors Pay and Benefits The pay range for this position is $30.00 - $45.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Cleveland,OH. Application Deadline This position is anticipated to close on Jul 9, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.