Production Support Analyst: Incident Resolver

Defined Software Development, LLC; Tallahassee (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Defined Software Development, LLC is seeking a Customer Support Analyst to serve as the primary contact for production support requests and manage triage of service desk tickets. You will communicate with end users, gather information, document impacts, and coordinate with internal technical teams and vendors to resolve routine issues.

You will monitor tickets, maintain accurate incident records, develop knowledge articles, and contribute to process improvements while upholding service levels

Qualifications

• 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.
• Ability to work effectively with both technical and non-technical users.
• Ability to prioritize multiple requests in a fast-paced production environment.
• Experience documenting business and technical issues.

Responsibilities

• 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;
• Conduct technical root cause analysis on recurring incidents.

Skills

Analytical skills

Troubleshooting

Communication skills

Prioritization

Technical troubleshooting

Tools

ServiceNow

Azure DevOps

Jira

Remedy

Job description

Defined Software Development, LLC is seeking a Customer Support Analyst to serve as the primary contact for production support requests and manage triage of service desk tickets. You will communicate with end users, gather information, document impacts, and coordinate with internal technical teams and vendors to resolve routine issues.

You will monitor tickets, maintain accurate incident records, develop knowledge articles, and contribute to process improvements while upholding service levels