Business Analysis - Technical Support

Req ID: 310809 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Business Analysis - Technical Support to join our team in Pomona, California (US-CA), United States (US).

NTT DATA is currently looking for an Application Support Business Analyst to work on projects for our client in Pomona, CA.  This is a hybrid position (candidates must live in the Pomona CA area).  

 

As an Application Support specialist, you will serve as a critical resource and liaison between business users and technologists in support of the incident resolution processes. This position will respond to help requests via phone, via email, in person, or remotely. You will also provide assistance and support to other department members with daily operations and projects. The associate will work closely with different teams to support a wide range of software applications. 

 

Job Responsbilities Include:

• Responsible for the analysis, troubleshooting and resolution of second and third level service desk incidents while adhering to departmental procedures.
• Communicates directly with internal customers via phone, email or in-person to better understand the issue.
• Uses issue management application to record, track progress and escalate application issues.
• Collaborates with the various teams (i.e., helpdesk, infrastructure or development) to ensure that problems are resolved in an efficient and timely manner.
• Gains an in-depth understanding of application functionality and the business processes supported by these applications.
• Provides knowledge transition and training on supported applications for less experienced 1st and 2nd level support team members.
• Assists users in understanding how to appropriately use supported applications.
• Assists with various application testing activities and internal projects as needed.
• After hour On Call support rotation

 

Basic Qualifications:

• 2+ years’ experience in application support, service/help desk, system analysis/design with an understanding of software development lifecycle.

Preferred Skills:

• Ability to exercise judgment using procedures and practices to determine the appropriate course of action and possess creative problem-solving skills.
• Successful candidate must have high level of interpersonal skills to communicate effectively with customers and internal IT team members.
• Clear and concise issue documentation skills.
• Excellent organizational, communication, comprehension, follow through, and documentation skills are required
• Willingness to learn and adapt new skills/technology.
• Assumes initiative and ownership of issues and resolutions.
• Focuses on providing exceptional customer service.
• Successful candidate must work well in a group, as well as alone and unsupervised.
• Good time management skills are required in order to keep up with a high volume of support requests
• Basic SQL querying/scripting a plus
• ITIL/SDLC/PMI Methodology a plus

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About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosyst