Functional Support Analyst

TL;DR

Functional Support Analyst (ITIL): Providing functional and application support for business-critical information systems with an accent on incident resolution and service quality. Focus on acting as a functional interface between end users, stakeholders, and technical teams to maintain and improve system performance.

Company

A global technology services company that fosters an entrepreneurial culture and provides world-class continuous learning opportunities.

What you will do

• Provide functional and application support for business-critical information systems to end users.
• Analyze and resolve user requests and incidents while ensuring high service quality.
• Act as a functional interface between end users, business stakeholders, and technical teams.
• Contribute to the monitoring, maintenance, and continuous improvement of information systems.
• Maintain and update functional documentation, procedures, and user guidelines.
• Operate within an IT service management framework, adhering to established processes and SLAs.

Requirements

• Bachelor’s or Master’s degree with 3 to 7+ years of experience in functional analysis or application support.
• Proven experience in providing functional support for Information Systems.
• Sound knowledge of IT service management frameworks such as ITIL.
• Hands-on experience with JIRA and/or Confluence.
• English: Fluent proficiency required.

Culture & Benefits

• Commitment to diversity and inclusion with specific support programs for veterans and refugees.
• Flexible work arrangements to support better work-life balance and employee empowerment.
• Access to premium digital learning packages including Coursera, Pluralsight, Udemy, and Harvard Business Review.
• Free curated learning programs from industry leaders like Microsoft, AWS, and Google.