Software Analyst ll
1 month ago
Description:
A Software Analyst ll job is currently available at Belcan in Cincinnati, OH 45242. This position is responsible for customer service and technical support for all business products supported out of the Information Technology Services Group (ITSG). This position will have a strong focus on engineering software licensing and Windows licensing services as related to business applications. This operational position requires the Analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing technical support to address customer issues/requests while meeting Service Level Agreements (SLAs) within operations. In addition, this position will be responsible for building and maintaining the licensing Knowledge Base and act as the escalation point for issues related to business applications and licensing.
Responsibilities and Daily Activities
Serve as SME and escalation point for internal/external customer incidents, requests, and inquiries for all business products and applications
Work with the Service Delivery team and internal/external customers to maintain business application uptime
Document work in ServiceNow tickets until relevant issues are resolved and the ticket is closed with the customer
Collaborate with other analysts and customer support groups to determine resolutions for customer incidents and requests
Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests
Make outbound calls to internal/external customers as part of the Incident Management lifecycle
Other duties as assigned
Skills and Requirements
Exceptional customer service skills
Detail oriented and highly organized in all activities
Python, PowerShell, and Bash scripting experience
Working knowledge of Windows Server and Linux operating systems
Familiarity with network infrastructure (Firewall, Routers, addressing, IP protocols, DNS)
Familiarity with Windows / Linux Administration and LDAP (Active Directory)
Solid understanding of virtualization concepts and architecture
Solid understanding of Information Technology and computing systems, including service design
Technical troubleshooting skills
Ability to support and manage business services in a large-scale and diverse environment while following incident/escalation procedures
Experience with managing 3rd parties and 3rd party delivered services
A security focused mindset
Ability to demonstrate flexibility including limited after hours support
Ability to manage sensitive and confidential information
Desired Skills
Knowledge of license services, primarily FlexLM, LMX, and DSLS (both client and server-side configuration)
Experience with Service Management
Experience with SCCM software packaging and SCCM software deployment
Familiarity with ServiceNow Incident Management System
Qualifications
High School diploma required
2+ years in a technical support environment and/or customer service required
Vocational/Technical/Business School (6-8 Months specialized training) preferred
Bachelor of Science in Computer Science or equivalent preferred
ITIL Foundations Certification desired
Net+, CCENT preferred, CCNA desired.
Must be eligible to receive a US Government security clearance.
Additional Information:
Full-time position (40 hours, Mon-Fri) with benefits.
We provide a competitive pay and benefits package. This position is offering a salary range of $78,000 to $83,000. Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
As an employee with Belcan, you will be part of one of the largest engineering firms in the United States. We maintain a small company atmosphere as well as open communication at all levels of our organization, allowing for much more dynamic decision-making processes. We offer flexible schedules as well as an excellent mentoring system to ensure that you have all the knowledge and tools you need to meet a diverse range of engineering challenges. You will also have opportunities to advance to positions of greater responsibility, including management roles. Your hard work and professional dedication will be rewarded with a competitive compensation package. Build a challenging and rewarding career with an industry leader
www.belcan.com
EOE/F/M/D/V
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