Senior Technology Service Management Analyst
Hybrid in Wilmington Delaware
8:00 AM to 5:00 PM EST
Summary:
The Senior Technology Service Management Analyst is a Tier 1 application support role responsible for providing first‑line support for business‑critical applications as part of a global follow‑the‑sun support team. This role serves as the initial point of contact for incidents and service requests, ensuring timely triage, resolution, and escalation in accordance with established service management processes.
The role focuses on operational excellence, customer experience, and consistent execution of ITIL‑aligned practices across a 24x5 global support model.
Some of the things you will be doing:
- Provide first‑line (Tier 1) support for enterprise applications, responding to incidents and service requests from global users
- Perform initial diagnosis, troubleshooting, and resolution using documented procedures and runbooks
- Accurately log, categorize, prioritize, and update tickets in the service management system
- Escalate incidents to Tier 2 or Tier 3 teams with clear diagnostics and supporting information
- Operate as part of a global follow‑the‑sun support model, ensuring seamless handover between regions
- Document incident status, actions taken, and next steps to support effective regional transitions
- Adhere to agreed shift patterns and coverage schedules to maintain continuous service
- Monitor queues, alerts, and dashboards to ensure timely response and resolution
- Manage user communications, providing clear updates on status, workarounds, and resolutions
- Support major incidents by performing triage, communications, and coordination tasks as directed
- Monitor application alerts, batch jobs, and operational dashboards
- Perform routine operational checks to confirm system availability and performance
- Follow established support documentation, knowledge articles, and procedures
- Contribute to knowledge base updates by documenting new issues and resolutions
- Support continuous improvement by identifying gaps in documentation or processes
- Ensure all activities align with ITIL‑based service management processes
- Support service reporting through accurate ticket updates and categorization
What Technical Skills, Experience, and Qualifications do you need?
- Experience providing Tier 1 application or service desk support
- Familiarity with:
- Incident, problem, and request management processes
- Service management tools (e.g., ticketing systems, monitoring dashboards)
- Basic application troubleshooting and log review
- Ability to follow structured troubleshooting and escalation procedures
- Hands on Experience in IT operations, application support, or service desk roles
- Experience working in a 24x5 or 24x7 global support environment is preferred
- Experienced in application support, Service Now ticketing tool, Microsoft Office, Microsoft Exchange, Active Directory account management and User access requests
- Exposure to enterprise or financial services applications is a plus
- Strong customer service and communication skills
- Ability to work calmly and effectively under pressure
- High attention to detail and process discipline
- Willingness to work shifts as part of a global support model
- Strong team collaboration and handover practices
- Bachelor’s degree in Information Technology, Information Systems, or equivalent experience
- ITIL Foundation (or willingness to obtain)
- Entry‑level technical certifications are a plus
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