Support Services Analyst (Level 2)
Posted
Noggin, a Motorola Solutions company, is a leader in integrated resilience management technology, offering a next-generation, cloud-based platform that combines 10 essential solutions into one unified system. Our award-winning platform seamlessly integrates operational and third-party risk management, operational resilience, business continuity, incident and crisis management, emergency management, and security and safety operations.
The Support Services Analyst (Level 2) ensures that all customer needs are addressed promptly, professionally, and accurately. You will serve as a key point of contact for resolving complex requests, problems, and inquiries while delivering exceptional service quality. Additionally, this role contributes to problem and requirements analysis, solution development, workaround documentation, and the configuration of Noggin software to implement solutions on behalf of clients.
Requirements Qualifications & Experience
- Bachelor’s degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications/experience.
- Minimum of 1 year of professional experience in software application support.
- Experience in providing support to non-technical software users.
- Experience in software requirements gathering or problem analysis.
- Familiarity with modern service management practices and systems.
- Preferred: Experience with Artificial Intelligence (AI) tools or concepts.
- Preferred: Experience with software integrations including exposure to APIs and working with JSON data
- Preferred: Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure
Technical Capabilities
- Highly adept with support tools, including communication platforms, ticketing systems, self-service options, and customer support features.
- Deep product knowledge, including system mechanics, common troubleshooting workflows, configuration principles, and diverse solution settings.
- Strong aptitude and enthusiasm for continuous learning.