Tech Support SME

The Subject Matter Expert (SME) is to assist the Cluster Manager with daily operations and functions of the support team. A SME should be the expert in his/her respective area and will coordinate all escalations to Partner Teams.

RESPONSIBILITIES:

Request and Communications

- Perform all Support Analyst functions on transferred requests
- Provide effective specialist contribution to the analysis and resolution of issues and known errors
- Manage all transferred requests from the Support Analysts and step in to handle Support Analyst functions as needed to cover sick/vacation time or in periods of high volume
- 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 knowledge base library and create new articles as needed
- Coordinate with 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