Apps Support Analyst III

<h2>Job Overview:</h2><ul><li>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)</li><li>Develop and maintain technical documentation for Application Support (5% of time)</li><li>Conduct thorough system analysis (5% of time)</li><li>Provide off-hours and / or escalated support through participation in rotating coverage 24 hours a day, 7 days a week. (5% of time)<ul><li>Perform the role of an Incident Manager to drive the return of service due to an incident</li></ul></li></ul><h2>Education/Qualifications:</h2><ul><li>Bachelor’s Degree required or equivalent in experience</li><li>Certified technical professional in relevant technologies</li></ul><h2>Experience:</h2><p style="margin: 0px;">Minimum Required:</p><ul><li>Five or more years of experience in Incident Management and Problem Management</li></ul><p style="margin: 0px;">Additional Skills:</p><ul><li>A solid understanding of ITIL concepts</li><li>Ability to act as an Incident Manager and drive toward incident resolution</li><li>Experience in root cause analysis efforts for Problem Management</li><li>Some coding and / or support experience</li><li>Some functional experience</li><li>Experience in software and development tools used by Covance</li><li>Ability to mentor staff</li><li>Ability to enhance/develop new processes/standards</li><li>Ability to multi task and prioritize their own work and assignments based on business need</li><li>Able to work independently and in small to medium size teams</li><li>Ability to communicate to effectively with multiple areas in IT and the business and provide recommendations for technical solutions</li></ul>