Software Analyst ll - Join a Market Leader

A Software Analyst ll job is currently available at Belcan in Cincinnati, OH 45242. This position is responsible for customer service and technical support for all business products supported out of the Information Technology Services Group (ITSG). This position will have a strong focus on licenses and License Services as related to business applications. This operational position requires the Analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, Analyst will be responsible for building and maintaining the licensing Knowledge Base and act as the escalation point for issues related to business applications and licensing.

Responsibilities and Daily Activities
* Serve as SME and escalation for internal/external customer for incidents, requests and inquiries for all Business Products
* Work with the Service Delivery team and internal/external customers to maintain business application uptime
* Serve as primary for internal/external customers for incidents, requests, and inquiries related to all business applications
* Log and document detailed ticket activity until resolution is complete and ticket is closed with customer
* Collaborate with other analysts and customer support groups to determine resolutions for customer incidents and requests
* Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests
* Make outbound calls to internal/external customers as part of the Incident Management lifecycle
* Other duties as assigned

Skills and Requirements
* Exceptional customer facing/customer service skills
* Detail oriented and highly organized in all activities
* Knowledge of License services, primarily FlexLM, LMX, DSLS, both client and server-side configuration
* Active Knowledge and Experience with Programming; PowerShell, JavaScript, Python, Windows & Linux scripting
* Experience with SCCM software packaging and SCCM software deployment
* Working knowledge of Windows Server and Linux
* Familiarity with network infrastructure (Firewall, Routers, addressing, IP protocols, DNS)
* Familiarity with Windows / Linux Administration and LDAP (Active Directory)
* Demonstrate a desire and ability for self-directed education regarding Digital infrastructure and Software
* Solid understanding of virtualization concepts and architecture
* Solid understanding of Information Technology and computing systems, including service design
* Solid networking fundamentals and a security focused mindset
* Familiar with ServiceNow Incident Management System
* Superior technical troubleshooting skills/Excellent conflict resolution skills
* ITIL Foundations Certified or actively pursuing/Knowledge of ITIL disciplines
* Experience with managing 3rd parties and 3rd party delivered services
* Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
* Able to work under pressure and meet deadlines
* Able to demonstrate a high degree of flexibility including shift and out of hours working
* Able to manage sensitive and sometimes confidential information
* Due to the nature of the work, must be a US citizen and able to obtain a US Government Security Clearance

Environment
While performing the duties of this job, the employee is frequently required to sit for long periods of time and wear a headset when communicating with users or involved in meetings. The employee must occasionally lift and/or move up to 50 pounds. During periods of inactivity needs to be proactive in updating scripts and reviewing standards.

Working Conditions:
The noise level in the work environment is usually quiet. Business casual dress is preferred.

We provide a competitive pay and benefits package. This position is offering a salary range of $78,000 to $83,000. Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

As an employee with Belcan, you will be part of one of the largest engineering firms in the United States. We maintain a small company atmosphere as well as open communication at all levels of our organization, allowing for much more dynamic decision-making processes. We offer flexible schedules as well as an excellent mentoring system to ensure that you have all the knowledge and tools you need to meet a diverse range of engineering challenges. You will also have opportunities to advance to positions of greater responsibility, including management roles. Your hard work and professional dedication will be rewarded with a competitive compensation package. Build a challenging and rewarding career with an industry leader!

www.belcan.com
EOE/F/M/D/V