CIMS Production Support Analyst (Onsite) – Tallahassee

Socket.dev; Tallahassee (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

ASSYST is seeking a Customer Support Analyst (Production Support) to support the CIMS project in Tallahassee, Florida. The role is onsite and focuses on proactive issue resolution, triaging tickets, and collaboration with vendors to ensure timely defect fixes.

The analyst will serve as a bridge between a large user base and internal teams, performing Tier 1 and 2 troubleshooting, creating knowledge articles, and supporting phased software rollouts to minimize downtime and improve system adoption.

Qualifications

• Bachelor’s degree in CS/IS/Business or 4 years of equivalent work experience.
• Experience supporting enterprise software applications.
• Experience in Help Desk/IT Support environments.
• Experience with ticket systems: ServiceNow, Azure DevOps, Jira, or Remedy.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication.
• Ability to work with technical and non-technical users.
• Ability to prioritize multiple requests in a fast-paced environment.
• Experience documenting issues clearly.

Responsibilities

• Serve as the primary contact for production support requests related to CIMS.
• Receive, review, and triage incoming service desk tickets.
• Communicate with end users to gather information and document impacts.
• Analyze problems to determine severity and priority.
• Resolve routine issues using documented procedures.
• Create vendor tickets for defects needing third-party resolution.
• Coordinate work with internal teams, analysts, and vendors.
• Monitor tickets through resolution and meet SLAs.
• Develop knowledge articles and SOPs.
• Identify recurring issues and suggest process improvements.
• Assist with production releases and post-implementation support.
• Prepare reports on trends and production health.
• Perform Tier 1 and 2 troubleshooting.
• Manage vendor relationships and escalate complex defects.
• Deduplicate high-volume tickets.
• Adapt to phased software rollouts.
• Optimize queue management to improve response times.
• Conduct root cause analysis of recurring incidents.

Skills

Enterprise software support

Help Desk experience

Ticketing systems

Analytical skills

Communication skills

Prioritization skills

Education

Bachelor degree or 4 years experience

Tools

ServiceNow

Azure DevOps

Jira

Remedy

Job description

ASSYST is seeking a Customer Support Analyst (Production Support) to support the CIMS project in Tallahassee, Florida. The role is onsite and focuses on proactive issue resolution, triaging tickets, and collaboration with vendors to ensure timely defect fixes.

The analyst will serve as a bridge between a large user base and internal teams, performing Tier 1 and 2 troubleshooting, creating knowledge articles, and supporting phased software rollouts to minimize downtime and improve system adoption.