A Customer Support Analyst (Level 2 Support) will use a mix of technical, functional,

communication and client service skills to play a key part in the success.

- Main responsibilities include fulfilling service requests, creation and maintenance of knowledge base articles, supplemental incident and problem management tasks,

ensuring appropriate triaging of complex technical issues; creating and analyzing reports in ServiceNow and/or PowerBi

- They will support the work of Delivery leads and/or Portfolio Managers by helping onboard products to Digital Operations and track projects to completion. Sometimes,

they will help cover the excess workload and act as a back-up when needed.

- In addition, individuals must be comfortable working and speaking with a wide range of people in various positions, including project managers, clients, support staff and vendors.
- Acting as a liaison and contribute to relationship building between cross functional teams, they should display strong communication skills – both verbal, skilled writing, and presentation skills

Experience

- 1-3 years' work experience in Service Delivery in a large-scale cloud environment with focus on request fulfilment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives
- Handling level 2 functional and technical support to resolve issues including o diagnosing and in-depth and complex troubleshooting application issues o working with the client teams and when necessary, end users o serves as a primary point of contact for client escalations o product oriented support experience o Triaging incoming requests (via ServiceNow) and where needed, escalating to

SRE and application support (L3/4) teams





- Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA adherence, trend analysis and other related ITIL based issues
- Creating, updating and managing support process documentation and knowledge base articles
- Strong domain and functional knowledge of multiple software applications to aid in functional and technical support
- Managing multiple conflicting deadlines, competing priorities and customer expectations
- Experience with ITIL service management principles
- Experience promoting an agile and DevOps culture
- Displays a sense of ownership, liaison and relationship building between cross functional teams
- Strong communication skills – both verbal, professional writing and presentation skills
- Organizing and prioritization skills is a MUST

Top skills for Application Technology (Select to add)

.NET

AGILE, SCRUM (CSP, CSPO)

APPLICATION ARCHITECTURE

ATLASSIAN

CHEF (INFRASTRUCTURE AS CODE)

CLEARCASE

COBOL

DATABASE SCHEMA MANAGEMENT (E.G., DB DEPLOY, FLYWAY)

DEVOPS TECHNOLOGIES (E.G., JENKINS, SONARQUBE, GIT, DOCKER ETC.)

INTEGRATION ARCHITECTURE

Top skills for Operations

AGILE PRODUCT LIFECYCLE MANAGEMENT (PLM)

CAPITAL PROJECTS STRATEGY

CATEGORY

COMMUNICATION SKILLS

NEGOTIATION

NETWORK DESIGN

PROCESS AND CONTROLS DESIGN AND IMPLEMENTATION

PROCESS MAPPING

PROCESS, PERFORMANCE AND PRODUCTIVITY IMPROVEMENT

PROCUREMENT OPERATIONS

- 1. SERVICENOW
- 2.

Microsoft

PowerBi

- 3. COMMUNICATION SKILLS
- 4. EXCELLENT WRITING SKILLS
- 5. ORGANIZATION TIME MANAGEMENT
- 6. MICROSOFT OFFICE SUITE
- 7. GOOGLE DOCS
- 8. GOOGLE SHEETS
- 9. SQL
- 10. ITIL
- 11. INCIDENT MANAGEMENT
- 12. CLOUD COMPUTING

Preferred Skills and Tools

Required

- ServiceNow
- PowerBI
- ITIL

Preferred

- SQL
- Tableau
- Foundational knowledge of Azure or AWS
- Jira
- Incident Response
- Service Desk
- Pager Duty
- Datadog
- SharePoint

Optional Certifications

- ITIL Foundations Additional Information:

📌 Customer Support Analyst (Level 2 Support) (Karnataka)
🏢 Elfonze Technologies
📍 Karnataka