Business Systems Support Analyst

Job Title: BPM Platform Automation & Production Support Specialist
Location Columbus, OH OR Des Moines,IA
Type Contract
Pay rate $27/hr

primary Responsibilities
Support day-to-day operations of the application.
Process and monitor incoming incidents, requests, and support tickets.
Track and meet established SLA (Service Level Agreement) requirements.
Perform basic troubleshooting, including:
Reviewing tickets
Resetting items when needed
Testing application changes
Coordinate requests from business units, such as:
Creating new work types/work queues
Updating front-end application configurations
Technical Environment
Application: SSMC (work distribution tool)
Ticketing/ITSM exposure preferred:
ServiceNow experience is viewed favorably.
The role is more focused on application support and operations than software development.
What the Hiring Manager Appears to Want
A technically minded support professional rather than a software engineer.
Someone comfortable handling operational/run-the-business work.
Experience with:
Incident management
Ticket queues
SLA-driven environments
User support
Change testing/UAT