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Business Production Support Analyst

Posted on Mar 15, 2019 by State Street UK

Not Specified Poland
13 Mar 2019
Annual Salary
Production Support Activities:
  • Act as first level support for incidents or requests made to the Business Production Support Team, to provide support on application configuration, administration, processes and data integration.
  • Assess situations and provide recommended workarounds or solutions to resolve problems.
  • Record analyses and resolutions in ServiceNow tickets.
  • Perform Root Cause Analysis to identify trends and recommendations for improvements of recurring issues or problem areas.
  • Coordinate issue hand-offs to business subject matter experts or to the development team.
  • Resolve File errors for non-conforming application feedsFunctional Team Responsibilities:
  • Provide process and product subject matter expertise on SailPoint and Identity and Access Governance.
  • Prepare and maintain documentation on business systems and processes.
  • Provide support for product issues.
  • Adhere to all documented standards, guidelines and procedures.
  • Respond to production incidents.
  • Perform other duties as assigned.Core Competencies:
  • Analytical thinking and problem solving - Problem solving, creative thinking and decision making.
  • Behavioral characteristics - Personal organization.
  • Business knowledge - Business principles and practices, industry knowledge, organizational knowledge and solutions knowledge related to identity and access management.
  • Communication skills - Oral communications, teaching and written communications.
  • Interaction skills - Facilitation and negotiation, influencing, and teamwork.
  • Software application knowledge - Knowledge of SailPoint is a plus.Job Expectations:
  • Ability to prioritize, manage multiple requests and meet deadlines, both as an individual contributor and supportive team member.
  • Self-motivated, highly organized and detail orientated, demonstrating ability to work both independently and in group settings.
  • Must be able to share and communicate ideas and processes in verbal and written form in a clear and concise manner.
  • To be accurate in all work performed.
  • Exceptional Customer service and accuracy is key
  • Maintain a positive and proactive service spirit in all work. Promote a cohesive team environment with co-workers.
  • To stay up to date with product, procedure and other pertinent changes. To attend and complete training that enhances one's ability to perform his or her job.Experience:
  • 5-7 years of Technology Business Analyst experience
  • SailPoint experience (preferred)
  • Service Now experience (preferred)Education:
    Bachelor's degree in Technology or Information Security

Reference: 671251781