Support Analyst Knowledge Base

The Support Analyst troubleshoots and resolves customer issues utilizing existing knowledge base documents. Support Analysts will also assist SMEs in documenting Known Errors, developing workarounds, submitting requests for change and identifying opportunities to pro-actively prevent issues (SR reduction).

RESPONSIBILITIES:

Requests

- Perform activities to resolve requests, or escalate to escalation management
- Resolve incidents as allowed by their domain knowledge or security access
- Review pertinent Incident and Problem records
- Use available resources for resolution (people, tools and processes) and resolve incidents when capable
- Quickly analyze problems as covered by SLAs
- Collaborate with other specialists to identify solutions
- Provide technical communication to customer about quick fixes
- Review open incidents/requests irrespective of owner, for status changes and provide internal and external communication of status, engaging next level support when required
- Ensure the customer agrees that the resolution provided addressed their needs prior to request closure
- Close the record in agreement with applicable procedures and authorized caller's agreements once incident is resolved or request is completed
- Identify priority issues and escalate them as per SLAs
- Take complete ownership of a request through closure

Metrics and Process

- Understand and utilize daily audit or response metrics reports in request queue management
- Understand SLAs of the team
- Understand queue management norms
- Take part in quality and response metrics review and help in setting and achieving goals
- Abide by processes defined in various activities and commit to continual process improvement

Knowledge Management & Support Improvement Activities

- Maintain individual knowledge, skill level and performance in accordance with expectations
- Detect and notify possible problems
- Update SMEs with new KB workarounds
- Correlate the most frequent or highest impact failures with high-effort support areas to identify the highest impact problems to correct (SR reduction)
- Assist Cluster Lead in identifying knowledge gaps and creating trainings or KB Articles

Request & Communications

- Provide effective specialist contribution to the analysis and resolution of issues and known errors
- Basic SQL skills are required to analyze some application issues
- Manage all transferred requests
- Coordinate incident resolution and request completion with various workgroups
- Alert management when additional resources are needed and provide assistance with daily support
- Act as back up to assist with outbound communications to user base

Knowledge Management

- Maintain the KB library and create new KB articles as needed
- Coordinate with Offshore Cluster lead to identify knowledge gaps in support analysts team and set up trainings
- Conduct training for new resources/new applications

Issue Management

- Act as the contact for reporting issues to management
- Act as liaison between support staff and management
- Perform regular request reviews and identify quality issues if any
- Manage audit reports and metrics for a cluster
- Assist with system process and analysis for support optimization
- Document and maintain tool top ten issue/improvement request lists