662 Support Lead / Lead System Analyst / Application Support Jobs in Chicago, IL
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Center for US Voters Abroad Turnout Project
Chicago, IL | Temporary
$79k-107k (estimate)
2 Months Ago
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Support Lead / Lead System Analyst / Application Support
$81k-103k (estimate)
Contractor
1 Month Ago
Sorry! This job is no longer available. Please explore similar jobs listed on the left.
HatchPros Inc is Hiring a Support Lead / Lead System Analyst / Application Support Near Chicago, IL
Video
Hybrid
Local
No H1
Job DescriptionWe are seeking a skilled and experienced Support Lead / Lead System Analyst / Application Support professional to join our team. This hybrid role is integral to ensuring that business users receive timely and effective support for their application issues. The successful candidate will manage a team of over 70 service providers, both onsite and offshore, and ensure adherence to key performance indicators (KPIs) and service level agreements (SLAs). The ideal candidate will have a strong IT background, preferably in the pharmaceutical industry, with experience in project management and business system analysis. An ITIL certification is a plus.
Key Responsibilities
Hybrid
Local
No H1
Job DescriptionWe are seeking a skilled and experienced Support Lead / Lead System Analyst / Application Support professional to join our team. This hybrid role is integral to ensuring that business users receive timely and effective support for their application issues. The successful candidate will manage a team of over 70 service providers, both onsite and offshore, and ensure adherence to key performance indicators (KPIs) and service level agreements (SLAs). The ideal candidate will have a strong IT background, preferably in the pharmaceutical industry, with experience in project management and business system analysis. An ITIL certification is a plus.
Key Responsibilities
- Operations and Support: Provide day-to-day operational support to business users experiencing application issues. This includes monitoring and managing tickets raised by service providers.
- Service Provider Management: Oversee the performance of 70 onsite and offshore service providers, ensuring compliance with KPIs and SLAs. Take necessary actions to address any performance issues.
- Incident Management: Utilize ServiceNow for tracking and managing incidents. Understand dashboards and metrics to identify and escalate issues as necessary.
- Stakeholder Communication: Communicate effectively with end users and stakeholders, understanding their needs and ensuring their satisfaction. Provide updates and resolve concerns promptly.
- Disaster Recovery: Monitor and test the Disaster Recovery plan to ensure preparedness and effectiveness.
- Release Management: Coordinate release management activities, ensuring smooth deployments and clear communication with users.
- Team Coordination: Work closely with other IT teams to ensure cohesive and efficient service delivery.
- IT Background: Extensive experience in IT support and operations, ideally within the pharmaceutical industry.
- Project Management and Business Analysis: Some experience in project management and business system analysis.
- ITIL Certification: An ITIL certification is highly desirable, demonstrating a solid understanding of IT service management best practices.
- ServiceNow Expertise: Proficient in using ServiceNow for incident management and service tracking.
- Communication Skills: Strong communication skills, both verbal and written, with the ability to interact effectively with diverse teams and stakeholders.
- Analytical Skills: Excellent analytical skills to understand and resolve complex issues using dashboards and other tools.
- Coordination Skills: Ability to coordinate effectively with multiple teams and manage service providers.
- Ticket Management: Monitor tickets assigned to service providers, ensuring timely resolution and adherence to SLAs.
- KPI and SLA Monitoring: Track and report on KPIs and SLAs, taking action to address any performance issues.
- Dashboard Utilization: Use dashboards to monitor service status and escalate issues as needed.
- Stakeholder Communication: Maintain clear and effective communication with end users and stakeholders, providing updates and resolving concerns.
- Disaster Recovery: Participate in testing and monitoring the Disaster Recovery plan.
- Release Management: Facilitate smooth release management through effective coordination and communication.
- Team Coordination: Work closely with other IT teams to ensure seamless service delivery and support.
Job Summary
JOB TYPE
Contractor
SALARY
$81k-103k (estimate)
POST DATE
08/02/2024
EXPIRATION DATE
09/03/2024
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