Support Analyst - MAST Support

RESPONSIBILITIES:
Kforce has a client seeking a Support Analyst in the South Florida area. This role offers flexible with working hours to meet the business needs.

Summary:
The Support Analyst is critical in providing exceptional service and support to the MAST global community across all company brands on and all locations. The role requires a confident self-motivated individual with great interpersonal skills and a significant focus on customer service, the ability to communicate proficiently across a broad range of end users. Experience in incident management lifecycle and delivering solutions, knowing when to escalate and identify opportunities for improvement are an essential part of this role - as is documenting key solutions for the Knowledge Base. Working as part of the MAST Global Support team, an international team of colleagues around the world, we work closely and collaborate regularly supporting each other and the Analyst must be able to adapt to working in an international team environment.

Responsibilities:
* Act as the first point of contact for all MAST incidents and requests received
* Log, resolve or escalate incidents using Service Now, following agreed procedures
* Provide triage as appropriate, ensuring incidents are resolved as quickly as possible or relevant information is captured and basic remedial action is completed
* Liaise with team members to identify appropriate levels of escalation where necessary
* Ensure incidents/requests are routed to the appropriate service resolver group or external service provider and ensure ownership is established
* Maintain the MAST Knowledge base by documenting issues and the identified resolution Contribute to building user guides for the MAST Ecosystem applications, updating the master documents in the global library when required
* Supporting the MAST Global Support team with Azure DevOps tickets including raising, investigating, testing and actioning

REQUIREMENTS:
* High School diploma or GED required
* 1 years of cruise and/or travel industry preferred
* Experience of working in a busy multi discipline frontline system support environment
* Experience in AMOS or other Asset Management Systems
* Knowledge of Transact SQL (T-SQL) language
* Service Now platform experience
* Incident, problem and change management experience
* Previous experience of Microsoft Office 365 products including Outlook and Teams
* Excellent communication skills with the ability to convey technical information to non-technical stakeholders
* Experience of ITsynch, Mimic or applications/infrastructure
* Experience in a service orientated role and demonstrated ability to deliver outstanding service in a busy environment
* Working knowledge of ITIL practices and a Ticket/WorkFlow management system (ServiceNow)
* Ability to document processes and carry out administration functions
* Experience of industrial planned maintenance systems
* SQL database technology experience
* Strong compliance adherence attitude

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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