Covance

Apps Support Analyst III

Job Location(s) SG-Singapore
Job Number
2021-75347
Job Category
Information Technology
Position Type
Full-Time
Telecommute
No

Job Overview

- Manage and resolve incident, service requests and problem tickets for assigned applications within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines. (85% of time)
- Develop and maintain technical documentation for Application Support (5% of time)
- Conduct thorough system analysis (5% of time)
- Provide off-hours and / or escalated support through participation in rotating coverage 24 hours a day, 7 days a week. (5% of time)
- Perform the role of an Incident Manager to drive the return of service due to an incident

Education/Qualifications

- Bachelor’s Degree required or equivalent in experience
- Certified technical professional in relevant technologies

Experience

Minimum Required:
- Five or more years of experience in Incident Management and Problem Management
Additional Skills:
- A solid understanding of ITIL concepts
- Ability to act as an Incident Manager and drive toward incident resolution
- Experience in root cause analysis efforts for Problem Management
- Some coding and / or support experience
- Some functional experience
- Experience in software and development tools used by Covance
- Ability to mentor staff
- Ability to enhance/develop new processes/standards
- Ability to multi task and prioritize their own work and assignments based on business need
- Able to work independently and in small to medium size teams
- Ability to communicate to effectively with multiple areas in IT and the business and provide recommendations for technical solutions

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