NC – MC – Service Support Analyst- Junior

Job Description

Manage the day-to-day operation of the departmental specific software application or system. Identifies
system requirements and solve moderately complex business problems. Assists users and trains staff on
the use of applications or systems. Performs work with general supervision. Possesses an understanding
of user needs, capacity and limitations of equipment, operating time, and desired results in order to
provide solutions. Maintains strong interpersonal and communication skills.

Essential Function:
• Provide first and second line application support, resolving technical queries, and communicating
solutions directly to customers for the departmental specific application or system.

• Responsible for monitoring and responding to open tickets submitted through an incident
management system

• Troubleshoot and escalate alerts that cannot be resolved to appropriate section

• Prioritize and handle service requests and incidents

• Progress issues and provide relevant information for troubleshooting or for clarification

• Identify opportunities for process improvement and contribute to departmental initiatives for the
departmental software application or system.

• Responsible for improving and documenting the technical processes around software or
application support

• Work collaboratively with Account Managers on change requests, managing issues and
establishing priorities

• Ensure the performance of daily health checks of the applications, scripts, and infrastructure by
support team

• Work with the software or application developer to ensure the system is operating efficiently,
install updates and troubleshoot.

• Establish accounts and passwords and assist with issues regarding user accounts.

• Onboard and setup new Meck Administrators on the Learning Management System (LMS).

• Responsible for administrator functions for the enterprise Learning Management System (LMS)
which includes assigning/launching e-learning courses, set-up and maintaining ILT classes,
creating reports, troubleshooting, and responding to Learning Management System (LMS) issues.

• Create ILT Events/Sessions for identified training classes.

• Act as a support and resource for departmental Learning Management System (LMS)
Administrators.

• Contact/support for departments with Extended Enterprise Learning Management System (LMS)
users.