JOB-10048039

Anticipated Start Date

December 1, 2026

Location

Houston, TX

Type of Employment

Contract Hire

Employer Info

Our client is an American natural gas and crude oil pipeline company with headquarters in Houston, Texas. It is one of the largest publicly traded partnerships and a leading provider of midstream energy services to producers and consumers of natural gas, natural gas liquids (NGLs), crude oil, refined products, and petrochemicals.

Job Summary

Our client is seeking a detail-oriented IT Business Analyst II to provide first-line support for customizing the company's IT Business applications, handling requests from internal and external customers. The role involves triaging support requests, documenting issues, identifying enhancement requests or bug work items, and coordinating with offshore Level 2/Level 3 development teams to ensure timely resolution.

Job Description

• Serve as the initial point of contact for support requests via phone, email, or ticketing system
• Accurately log and categorize incoming requests in the support system
• Perform initial triage to determine the 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 requests and provide status updates
• Collaborate with offshore development teams to ensure timely issue resolution
• 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

Skills Required

• 1–3 years of experience in an 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 the Software Development Life Cycle (SDLC) and issue-tracking tools such as Azure DevOps or JIRA
• Familiarity with SQL databases and SQL queries
• Experience supporting web-based applications
• Knowledge of basic troubleshooting techniques for application and user issues
• Exposure to Agile/Scrum methodologies
• Experience with Oil and Gas industry applications is a plus

Education/Training/Certifications

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred

Additional Requirements

• Work Arrangement: Fully onsite position; remote work is not accepted