Onsite Go-Live Support Analyst (COTS)

EK Associates

Los Angeles (CA)

On-site

USD 65,000 - 95,000

Full time

4 days ago

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Job summary

E.K. Associates in Los Angeles is seeking experienced Over-The-Shoulder Support Analysts to provide in-person, hands-on user support for a large-scale enterprise system implementation within a government client environment.

You will deliver Tier 1 and Tier 2 support and log incidents in the ticketing tool. As part of Go-Live and stabilization, you will work directly at users’ workstations, helping with data entry, navigation, and workflow tasks, while troubleshooting real-time issues and

Qualifications

4–6 years of experience supporting enterprise applications in user support, system implementation, and business operations environments.
Excellent communication and interpersonal skills to support users with varying technical proficiency.
Experience working with ticketing systems (Cherwell, ServiceNow) for issue tracking and escalation.
Ability to troubleshoot application issues and guide users through resolution in real time.
Experience providing in-person support during large-scale system rollouts or Go-Live events.

Responsibilities

Provide in-person, over-the-shoulder support to end users during system usage.
Assist users with data entry, record updates, and document management; complete day-to-day operational tasks.
Troubleshoot user issues and resolve common application errors in real time.
Reinforce proper system usage, business processes, and training concepts.
Escalate complex issues to Tier-3 and coordinate with service desk and implementation teams.