Platform Support Analyst – Incident & Change Champion

1st Central; United States; À distance; USD 85 000 - 110 000; Plein temps

Résumé du poste

First Central is seeking a Platform Support specialist to pro-actively maintain the Focus Platform and estate, log and triage incidents, and ensure SLA targets are met across all services. The role requires daily health checks, problem analysis, and collaboration with internal and external teams to implement improvements.

You will drive post-deployment resolutions, maintain documentation in Knowledge Base, and provide leadership within the Platform Support team.

Qualifications

• Over 5 years IT operations and service delivery management
• Knowledge of FCA requirements (including TCF)
• Good understanding of the Focus Platform

Responsabilités

• Maintain the Focus application and estate to minimise failures.
• Log, analyse, triage and prioritise incidents, problems and changes.
• Ensure SLA targets are met for systems, apps and services.
• Conduct daily health checks and ensure core processes run as scheduled.
• Lead post-deployment issue resolution with timely communication to stakeholders.
• Create and update knowledge base documentation and runbook procedures.

Connaissances

Leadership

Problem solving

Communication skills

Time management

Organisational skills

Self-motivation

Proactive mindset

Formation

ITIL Foundation V3

SDI Service Desk Analyst certification

Outils

Cherwell Service Management

Atlas (CSM) Tool

Power BI

MS SQL

SharePoint

MS Office / Windows

Description du poste

First Central is seeking a Platform Support specialist to pro-actively maintain the Focus Platform and estate, log and triage incidents, and ensure SLA targets are met across all services. The role requires daily health checks, problem analysis, and collaboration with internal and external teams to implement improvements.

You will drive post-deployment resolutions, maintain documentation in Knowledge Base, and provide leadership within the Platform Support team.