Production Support Analyst - ITSM & Incident Resolution

FL State Agency

Town of Florida (NY)

On-site

USD 62,000 - 69,000

Part time

3 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

FL State Agency in Tallahassee, FL is seeking a Customer Support Analyst for a 9-month contract to provide production support for enterprise software applications. The role requires handling Tier 1 and 2 tickets, coordinating with internal teams, and documenting technical issues.

The ideal candidate will have a Bachelor’s degree or four years of related work experience, experience with ServiceNow/Azure DevOps/Jira/Remedy, and strong communication skills to work with both technical and

Qualifications

Bachelor’s degree in CS/IS/Business or related field or four (4) years of equivalent work experience required.

Responsibilities

Serve as the primary point of contact for production support requests.
Receive, review, and triage incoming service desk tickets.
Communicate with end users to gather information and document impacts; determine severity and priority.
Resolve routine issues using documented procedures and knowledge articles; escalate as needed.
Create vendor support tickets for defects requiring third-party resolution; coordinate with internal teams and vendors.
Monitor tickets through resolution; ensure SLAs are met; maintain incident documentation.
Identify recurring issues and suggest process improvements.
Assist with production releases, validation, and post-implementation support.
Prepare reports on support trends and production health.
Execute Tier 1 and 2 technical troubleshooting; conduct root cause analysis on recurring incidents.