Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.
Job Title: IT Business Analyst II
Location: Houston, TX 77002
Duration: 6 Months
Job Type: Temporary Assignment
Work Type: Onsite
Location: Houston, TX 77002
Duration: 6 Months
Job Type: Temporary Assignment
Work Type: Onsite
Job Description:
- We are seeking a detail-oriented and professional Level 1 Support Analyst to join our team. This role is responsible for providing first-line support for the custom client IT Business applications, handling requests from both internal and external customers.
- The analyst will triage incoming support requests, accurately log issues, and determine the appropriate course of action-whether filing an enhancement request or creating a bug work item.
- This position requires strong communication skills, technical aptitude, and close collaboration with Level 2/Level 3 development teams located offshore.
Key Responsibilities:
- Serve as the initial point of contact for support requests via phone, email, or ticketing system.
- Accurately log and categorize all incoming requests in the support system.
- Perform initial triage to determine severity, priority, and type of issue (bug, enhancement, or general inquiry).
- Escalate complex issues to Level 2/Level 3 teams and provide all necessary details for resolution.
- Communicate professionally and promptly with customers to acknowledge receipt of requests and provide status updates.
- Collaborate with offshore development teams to ensure timely resolution of issues.
- Maintain detailed documentation of support activities, resolutions, and follow-ups.
- Identify recurring issues and recommend process improvements or knowledge base updates.
- Ensure compliance with established SLAs and support procedures.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field preferred.
- 1 3 years of experience in application support or help desk environment.
- Strong verbal and written communication skills with a professional demeanor.
- Technical aptitude and ability to learn application functionality quickly.
- Proficiency in using ticketing systems and support tools.
- Excellent attention to detail and organizational skills.
- Ability to work independently and collaborate effectively with remote teams.
Preferred Skills:
- Familiarity with software development lifecycle (SDLC) and issue tracking tools (e.g., Azure DevOps, JIRA).
- Familiarity with SQL DB and SQL query.
- Experience supporting web-based applications.
- Knowledge of basic troubleshooting techniques for application and user issues.
- Exposure to Agile/Scrum methodologies.
- Experience in Oil and Gas industry applications is a plus.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Numbers & Facts
| Location | Houston, TX |
| Industry | Computer/IT Services |
| Salary | $45.68–$62.50 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.Skills
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