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Production Support Analyst
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- Responds to tickets, e-mail, on-call contact or instant messaging and ensures that each contact received is logged in the ticketing platform.
- Follows escalation processes and refers bugs, defects, and system failure issues to the proper corresponding development group when appropriate.
- Familiarity with Service Now, Navision, Salesforce, UNITY, Microsoft Office, Jira, Confluence, VictorOps, Slack, Teams, HYBRIS.
- Understanding of how Application Programming Interface (API) works and be able to assist with diagnosing, log gathering, basic troubleshooting, and when needed escalation for resolution of issues with the API.
- Enhances and develops quality support methods and communication skills through coaching and feedback.
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