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David Careers

IT Support Analyst (Network, Integration, Ticketing) | TELECOMMUTE | Backfill Presystem

Posted 50 days ago

samprasoftMinneapolis (MN)
Computer Network Support SpecialistsComputer Systems Design Services

SENIORITY

Senior

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About the role

M&A Team Subject Matter ExpertThis is a backfill for our talent who just resigned. Please see internal notes.1. L1/L2 Service Desk experience/understanding (ITSM/ITIL Methodologies - Knowledge, Incident & Change management critical)2. Service Transition/Readiness/IT Integration experience3. Gap analysis Bonus: Clinical support Experience/New technology adoption/Technical Project Management-Hardware/Migrating Equipment -Email Migrations -O365 Technical Support Design Event Readiness - Deployment -Service Desk -Technical M&A exp -ITIL/ITSM -Front End - Planning - What is coming -Change Management -Deployment Readiness Transition -Technical Expert to be engaged in IT integrations -Service Transition -KNow about servicedesk -PM skills -Preparing for the service desk piece Gap Analysis Integration This position will serve as a subject matter expert for the Mergers and Acquisitions (M&A) Team, focused on supporting complex and escalated incidents related to integration efforts. This role plays a critical part to ensure all teams are ready to support new acquisitions as they are integrating and/or migrated to new technologies (Knowledge, Communications, Training, known issues, etc…). You will act as a voice of the customer with a strong focus on customer experience while driving communications, integration efforts and technical support. The Ideal candidate should possess strong technical skills with a background in technology support along with basic project management skills.
Primary Responsibilities:
  • Identify, work and close out milestones assigned to them
  • Identify and document knowledge articles required for self-support, L1, and L2 teams
  • Document and communicate acquisition activity to L1 and L2 teams
  • Develop and manage relationships with support personnel, project leads, and M&A employees on new integration projects
  • Test end user communications, connectivity and newly introduced technology for M&A customers
  • Help define support operation process and procedures for the integrating acquired entity
  • Build/Coordinate training content for the training team for all projects
  • Perform high level training (depends on the scope of the project and the timing)
  • Identify tools, automation, and self-service opportunities that need to be updated and or created
  • Help establish reporting for integration activities
  • Gap/Data Analysis
  • Document lessons learned and keep Knowledge, Processes, Policy up to date
  • First point of contact for M&A escalations
  • Coordinate operational and support readiness activities through use of policy/procedure
Required Qualifications: 3+ years of experience preparing teams for support/operational readiness 2+ years of experience working in a 1st or 2nd Level Support Environment 2+ years of experience troubleshooting Microsoft Office Products (M365)2+ years of experience troubleshooting VPN and Home Networks 2+ years of experience troubleshooting Windows 101+ year of experience supporting communications tools such as Teams Integration experience You will be asked to perform this role in an office setting or other company location. If you need to enter a work site for any reason, you will be required to screen for symptoms using the Protect Well mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar approved symptom screener.

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