• Support Analyst III

    Job Location(s) US-IN-Indianapolis
    Job Number
    Job Category
    Information Technology
    Position Type
  • Job Overview

    Essential Job Duties: 


    • Manage and resolve incident, service requests and problem tickets for assigned applications within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines.             (60% of time)
    • Develop and maintain technical documentation for Application Support (5% of time)
    • Develop and maintain Monitoring applications for Application Support (25% of time)
    • Conduct thorough system analysis (5% of time)
    • Provide off-hours and / or escalated support through participation in rotating coverage 24 hours a day, 7 days a week.             (5% of time)

    Perform the role of an Incident Manager to drive the return of service due to an incident 



    • Bachelor’s Degree required or equivalent in experience
    • Certified technical professional in relevant technologies


    Minimum Required:

    • Five or more years of experience in Incident Management and Problem Management


    Additional Skills:

    • A solid understanding of ITIL concepts
    • Ability to act as an Incident Manager and drive toward incident resolution
    • Experience in root cause analysis efforts for Problem Management
    • MS Net coding and SQL experience
    • Some functional experience
    • Experience in software and development tools used by Covance
    • Ability to mentor staff
    • Ability to enhance/develop new processes/standards
    • Ability to multi task and prioritize their own work and assignments based on business need
    • Able to work independently and in small to medium size teams
    • Ability to communicate to effectively with multiple areas in IT and the business and provide recommendations for technical solutions


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