L3 Support Analyst

Technical Support
Troubleshoot and resolve issues that have been escalated from the Helpdesk.

Incident Management:
RTrack and document issues: Log all issues, resolutions, and updates in a ticketing system or help desk software (e.g., ServiceNow, Jira).
Escalate issues: If unable to resolve, escalate complex issues to higher-level support or specialized teams (e.g., engineers or developers).
Monitor and follow-up: Ensure timely resolution of issues and follow-up with users to confirm their problems have been resolved.

System Monitoring & Maintenance
Monitor system performance: Keep an eye on system performance and reliability, ensuring systems are functioning optimally.


User Training and Documentation
Create documentation: Develop user guides, knowledge base articles, FAQs, and other documentation to help users self-service common issues.
Provide tips and best practices: Share best practices to improve user productivity and prevent issues from arising.

Collaboration and Communication
Coordinate with other Evinova teams: Work closely with other teams to resolve complex issues.
Communicate status updates: Keep users informed on issue status, expected resolution times, and any major system outages or updates.
Stakeholder interaction: Engage with different departments to understand specific technical needs and provide tailored support.

Reporting and Analysis
Analyze support metrics: Gather data on ticket resolution times, types of issues, and user feedback to improve service delivery.
Report recurring issues: Identify patterns in reported problems and work with IT teams to find long-term solutions or improvements.
Provide feedback: Suggest system or process improvements based on common issues or user feedback.

Required skills & experience
Experience of working with development and/or configuration of COTS solutions, that are configured based on customer needs
Strong engagement, communication and stakeholder management skills, including excellent presentation and influencing skills
Experience in software maintenance/ help desk
Proven experience of working with complex integrated systems, using creative and strategic thinking to deliver exceptional results
Experience using Jira, Confluence and Service Management tools