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Support Analyst - Business Systems

Company: Addison Group
Location: Austin
Posted on: February 20, 2021

Job Description:

Overview: The Business Systems Engineering Support Analyst is responsible for executing assigned corporate technology initiatives. He/she will be responsible for triaging and providing direct support for multiple business groups across multiple technology platforms, focusing mainly on Salesforce and ServiceNow.Must Have:1. Ticket Triaging experience2. Experience using ServiceNow and Salesforce for tickets3. Understanding of where to send specific tickets for resolution4. Excellent customer serviceEssential Duties and Responsibilities:

  • Triage and execute daily assistance requests for Saleforce, ServiceNow, Smartsheet and Ninjio users
  • Work closely with Enterprise Systems Architect, Salesforce Architect, ServiceNow ITIL and ITOM Architects to ensure understanding of systems for accurate end user guidance
  • Assist Salesforce Team with support of any new initiative that is integrated with the Salesforce platform
  • Provide status updates of assigned initiatives to Technology Management Knowledge, Skills, and/or Abilities:
    • Basic understanding of Enterprise Technology Tools (i.e. Microsoft Authenticator, Active Directory, Salesforce, ServiceNow, Power BI and/or Tableau, etc.)
    • Very strong written and verbal communication skills with extreme attention to detail
    • Highly organized with ability to work in an extremely fast pace environment, juggling multiple assignments/projects at once while maintaining a calm demeanor
    • Self-starter who enjoys learning new skills dailyEducation and/or Experience:
      • Bachelors Degree
      • 2+ years Salesforce Administration a plus
      • 2+ years ServiceNow Administrator a plus
      • 3+ years Support experience in enterprise setting - provided by Dice

Keywords: Addison Group, Austin , Support Analyst - Business Systems, Professions , Austin, Texas

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