Support Analyst

Job Brief  

We are seeking a proactive and skilled Support Analyst to join our team, focusing on providing first-level operational support and ensuring the effective resolution of client inquiries. This role is pivotal in managing our technical platforms, including ServiceNow, Jira, Google, and AWS, and involves executing administrative tasks, generating reports, and overseeing asset inventory. The ideal candidate will have a strong technical background, preferably with experience in the university sector or a similar complex environment, and will be adept at using a variety of software tools to maintain system health and functionality. 

As a Support Analyst, you will play a crucial role in enhancing our support operations through detailed analysis, regular reporting, and continuous process improvements. You will be involved in the development and implementation of system upgrades and patches, ensuring our technologies meet current and future needs. This position requires a blend of technical proficiency and excellent communication skills, as you will interact with both internal teams and external stakeholders to support and enhance our operational efficiency. 

Responsibilities 

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  Operational Support and Analysis 

  
  

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  Provide first-level analysis and triage for support inquiries from clients, ensuring issues are resolved efficiently and effectively. 

  
  

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  Assist in the development and testing of patch releases and system upgrades to maintain and enhance system functionality. 

  
  

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  Reporting and Documentation 

  
  

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  Generate regular monthly reports for internal and external stakeholders to aid in transparency and strategic decision-making. 

  
  

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  Manage application administration tasks including licensing, invoicing, and reporting, while handling necessary adjustments and changes. 

  
  

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  System Administration and Configuration 

  
  

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  Perform basic configuration and administrative tasks on platforms such as ServiceNow, Jira, Google, and AWS. 

  
  

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  Oversee asset inventory to ensure accuracy and completeness in tracking and reporting. 

  
  

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  Continuous Improvement and Process Enhancement 

  
  

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  Identify opportunities to enhance support quality and efficiency through process enhancements and the implementation of automation solutions. 

  
  

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  Contribute to continuous improvement efforts by recommending practices that align with Agile methodologies and foster collaborative, iterative development. 

  
  

Requirements 

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  Bachelor’s Degree in Engineering, Science, Computer Science, or a related technical discipline. 

  
  

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  Demonstrated experience with platform administration, especially ServiceNow, and familiarity with software development environments like Jira and Confluence. 

  
  

Desirable 

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  Experience within the university sector or similar complex environments, understanding specific operational needs and challenges. 

  
  

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  Proficiency in JSON and JavaScript, with a solid understanding of database administration and web hosting technologies. 

  
  

Software Expertise 

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  Experienced in using ServiceNow for system administration and operational support. 

  
  

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  Proficiency in Jira and Confluence for project management and documentation. 

  
  

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  Familiarity with AWS, Google platforms, and other relevant technology stacks. 

  
  

Education 

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  A bachelor’s degree in a technical field is required, with advanced certifications in relevant platforms (e.g., ServiceNow, AWS) preferred. 

  
  

Time Zone: Australian Business Hours 

Applicant Location: Must be Filipinos living in the Philippines 

About Outdesk  

Outdesk is the collaboration of Filipino and Australian professionals who shared a common goal to deliver a better offshore staffing solution to the SME market. We wanted to make it easier for businesses to engage, implement & manage a Philippines based staff member.  

Employee Benefits  

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  Paid Leave  

  
  

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  13th Month Pay  

  
  

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  SSS  

  
  

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  Philhealth  

  
  

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  Pag-Ibig   

  
  

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  BIR  

  
  

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  HMO