What are the responsibilities and job description for the ITSM Support Analyst position at mroads?
What your day-to-day will be like:
- Responsible for the day-to-day quality of service provided by Hilton’s digital messaging platforms
- Perform incident, problem, and change management functions for Hilton’s digital services
- Track and review KPIs reports to foster a culture of continuous improvement
- Provide 24/7 support in conjunction with others on the team
How you will collaborate with others:
- Participate as part of a digital support team tasked with monitoring service performance, identifying, isolating, and triage of incidents, and tracking key performance metrics.
- Serve as a technical resource for the digital product teams
- Work with engineering teams to analyze root cause and develop plans and actions to resolve and eliminate problems at all severity levels.
- What projects will you take ownership of:
- Continuous process improvement in daily digital operations, 24x7 monitoring & alerting, and operations recommendations & reporting to technical leadership.
You have these minimum qualifications:
- 5 years of work experience in digital or infrastructure operations
- Experience in web-based services/agile software development
- Solid background in troubleshooting complex technology solutions
- Initiative and the ability to work both as a reliable team member and an individual contributor
- A passion for delivering a quality digital experience for both team members and customers
It would be useful if you have:
- Bachelor’s degree in computer science, information systems, or related field
- Experience using ticketing systems and application monitoring tools
- Excellent communication skills, including the ability to explain technology solutions in business terms, establish rapport, and persuade others.
- Ability to balance customer priorities to deliver effective and timely solutions
Job Types: Full-time, Contract
Pay: $35.00 - $48.00 per hour
Expected hours: 40 per week
Compensation Package:
- Hourly pay
Schedule:
- 8 hour shift
Experience:
- application monitoring tools: 5 years (Required)
- incident, problem, and change management: 5 years (Required)
- Production Support: 5 years (Required)
Ability to Commute:
- Memphis, TN 38117 (Required)
Ability to Relocate:
- Memphis, TN 38117: Relocate before starting work (Preferred)
Work Location: In person
Salary : $35 - $48
