Publicēts: Administratīvie un palīdzības pakalpojumi - Ilinoisa | Pēdējo reizi atjaunots: |
Job Description
What role will you play?
Business Support is an essential role within the Product Management team. It requires key, second line, involvement in the incident management process through initial investigation, risk assessment and co-ordination with relevant teams to ensure any necessary changes or updates are communicated effectively. Our Business Support Team is in place to assure that all client inquiries, concerns, and issues are addressed in a timely manner, backed by an exceptional level of combined client product and technical support solutions. The Business Support Analyst will be our second line enforcement and responsible for the incident management process through initial investigation. Business Support Analysts are responsible for risk assessment and co-ordination with relevant teams to ensure any necessary changes or updates are communicated effectively. The Business Support Analyst will be required to develop a good understanding of the Software Development Lifecycle (SDLC), compliance requirements and implementation approach and reports to Business Support Team Leader.
What will you be doing?
Triage the Business Support queue, ensuring detail and priority of tickets are accurate based on guidelines and quality gates set
Assign tickets from the Business Support queue to action
Complete initial investigation of assigned tickets, providing regular updates
Document steps taken to reproduce an error and ensure issue is transitioned for fixing
Document and effectively communicate steps to resolve an error (internally & externally)
Communicate effectively with internal and external stakeholders
Assist with the creation of standard training documentation and / or guidance on feature set up and general enquiries
Maintain a test environment - consists of data anonymization process, data restore process and environment start-up
Contribute to the overall testing process to include planning, execution and capturing results (using TestRail, where applicable)