Bart & Associates, Inc.
IT Production Support Analyst
Bart & Associates, Inc., Washington, District of Columbia, us, 20022
Join to apply for the
IT Production Support Analyst
role at
Bart & Associates, Inc. Job Summary B&A is looking for an IT Production Support Analyst to join a contract with a federal government client in support of an important mission. In this role, you will be responsible for leading the monitoring and troubleshooting of user issues reported for our enterprise Pega web-based applications, ensuring user issues are resolved promptly. The analyst will collaborate across 8+ cross functional scrum teams to resolve issues affecting the user experience. This role requires a blend of technical troubleshooting, effective communication and customer service and the ability to advise continuous improvements to the applications’ usability and performance. Responsibilities Documents and tracks customer incidents and requests via JIRA ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable Receive and track trouble tickets, assign them to a technical specialist for action, and ensure tickets are resolved and closed out with the customer and in the system Diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations Provide clear instructions and workarounds for resolving common issues Maintain clear, concise, and accurate documentation of support activities and incident resolution in JIRA Provide end user training on use of new applications to users and new helpdesk personnel Work closely with other IT teams (network, systems, application support) to resolve issues and implement fixes Assist Senior Systems Administrators with support issues that may arise Identify trends in recurring issues and collaborate on preventative measures Education And Experience Bachelor's degree Onsite 5 days a week Required Skills Experience supporting customers use of web-based applications in a production environment Experience with Agile framework and working on a Kanban or Scrum team Experience managing incidents, problems and change processes in a production environment High level of written communication and documentation skills Desired Skills Knowledge of SQL and business/data analysis Experience with creating and monitoring tasks in JIRA Security Clearance Active Top-Secret clearance. EEO B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A’s offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities. Seniority level Entry level Employment type Contract Job function Information Technology Industries IT Services and IT Consulting
#J-18808-Ljbffr
IT Production Support Analyst
role at
Bart & Associates, Inc. Job Summary B&A is looking for an IT Production Support Analyst to join a contract with a federal government client in support of an important mission. In this role, you will be responsible for leading the monitoring and troubleshooting of user issues reported for our enterprise Pega web-based applications, ensuring user issues are resolved promptly. The analyst will collaborate across 8+ cross functional scrum teams to resolve issues affecting the user experience. This role requires a blend of technical troubleshooting, effective communication and customer service and the ability to advise continuous improvements to the applications’ usability and performance. Responsibilities Documents and tracks customer incidents and requests via JIRA ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable Receive and track trouble tickets, assign them to a technical specialist for action, and ensure tickets are resolved and closed out with the customer and in the system Diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations Provide clear instructions and workarounds for resolving common issues Maintain clear, concise, and accurate documentation of support activities and incident resolution in JIRA Provide end user training on use of new applications to users and new helpdesk personnel Work closely with other IT teams (network, systems, application support) to resolve issues and implement fixes Assist Senior Systems Administrators with support issues that may arise Identify trends in recurring issues and collaborate on preventative measures Education And Experience Bachelor's degree Onsite 5 days a week Required Skills Experience supporting customers use of web-based applications in a production environment Experience with Agile framework and working on a Kanban or Scrum team Experience managing incidents, problems and change processes in a production environment High level of written communication and documentation skills Desired Skills Knowledge of SQL and business/data analysis Experience with creating and monitoring tasks in JIRA Security Clearance Active Top-Secret clearance. EEO B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A’s offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities. Seniority level Entry level Employment type Contract Job function Information Technology Industries IT Services and IT Consulting
#J-18808-Ljbffr