Customer Support Analyst - Production Support

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 our client project in Tallahassee, Florida.

This position is Onsite.

Scope of Work:

• The Customer Support Analysts will serve on the Production Support Team for the Correctional Information Management System (CIMS) as part of the Offender-Based Information System (OBIS) Modernization Program.
• The Customer Support Analysts serve as the primary point of contact for users experiencing issues or requesting assistance with CIMS throughout the phased release of this novel solution.
• Unlike traditional legacy support roles, this position requires a proactive problem-solver who can navigate an evolving application landscape and ensure a seamless rollout experience.
• The Customer Support Analysts play a critical role in securing the timely resolution of production issues by gathering comprehensive information, managing high-volume ticket deduplication, and performing Tier 1 and Tier 2 technical troubleshooting.
• These roles serve as a vital bridge between a massive user base and external partners, collaborating with internal technical teams and vendors to triage defects and prioritize fixes.
• By pairing data-driven issue tracking with exceptional customer service, the analyst minimizes downtime and champions system adoption across the entire Department.

The duties and responsibilities of this position are as follows:

• Serve as the primary point of contact for production support requests related to CIMS;
• Receive, review, and triage incoming service desk tickets;
• Communicate directly with end users to gather additional information, clarify reported issues, and document business impacts;
• Analyze reported problems to determine severity, priority, and appropriate assignment;
• Resolve routine issues using documented procedures and knowledge articles;
• Create detailed vendor support tickets for software defects requiring third-party resolution;
• Assign and coordinate work with internal technical teams, business analysts, infrastructure staff, and vendors;
• Monitor support tickets through resolution while ensuring established service level expectations are met;
• Maintain accurate documentation within the incident management system;
• Develop and update knowledge articles and standard operating procedures;
• Identify recurring issues and recommend opportunities for process improvement;
• Assist with production releases, validation activities, and post-implementation support;
• Prepare reports on support trends, recurring incidents, and production health;
• Execute Tier 1 and 2 technical troubleshooting;
• Manage vendor relationships and elevate complex software defects;
• Perform high-volume ticket deduplication for a massive user base;
• Demonstrate adaptability and flexibility during phased software rollouts;
• Optimize queue management workflows to improve response times; and
• Conduct technical root cause analysis on recurring incidents.

Required Qualifications:

• A bachelor’s degree from an accredited college or university in Computer Science, Information Systems, Business Administration, or other related field, or four (4) years of equivalent work experience is required. Relevant experience may be substituted for education on a year-for-year basis when applicable.
• The Department requires the following experience, skills, and knowledge for this position:
  • Experience supporting enterprise software applications;
  • Experience working within a Help Desk, Service Desk, or IT Support environment;
  • Experience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms;
  • Strong analytical and troubleshooting skills;
  • Excellent verbal and written communication skills;
  • Demonstrated ability to work effectively with both technical and non-technical users;
  • Ability to prioritize multiple competing requests in a fast-paced production environment; and
  • Experience documenting business and technical issues in a clear, concise manner.

Preferred Qualifications:

• Knowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management; and
• Proven track record supporting large-scale, phased deployments of custom or greenfield enterprise solutions.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law