MatchPoint Solutions is for candidates looking for a challenging career in a progressive company. MatchPoint and its clients are always looking for the qualified candidates, hiring directly out of top universities as well as experienced individuals from the industry.

Benefits of joining MatchPoint include:

  • Career and skill advancement
  • Competitive salary and benefits
  • Medical, vision & dental plans for employees & their families
  • Training Programs
  • Immigration assistance
  • Flexibility on projects
  • Vacation Time
  • Employee Referral Program
  • Bonus for business development
  • Retirement Plan
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App Suppt Analyst

Location: Plano, TX
Job # 9123365
Date Posted: 03-27-2017
  • Ongoing support and uplift IT Service Management processes.
  • Service Management – Run the Business (f.k.a. Core)
  • Work with IT teams on improving our Incident & Problem Processes (and when relevant, our Request Fulfillment process).
  • Utilize ITIL based Service Management principles for service delivery; special focus on production sustainability and service assurance
  • Oversee Major Incident Management procedures for restoring normal operation during service outages
  • Act as point of escalation for customers as major incidents are declared, providing support teams with the tools they need to resolve incidents as quickly as possible
  • Facilitate support teams’ execution of Problem Management techniques to identify root cause of incidents & countermeasures
  • Enhance Problem Management functions across the enterprise
  • Provide guidance and assistance in classifying incidents into Known Errors & in identifying opportunities to reduce recurrence
  • Manage and participate in proactive continual improvement initiatives; moving toward a more proactive CSI process
  • Conduct trend analyses to identify potential points of service failure, launching service improvement actions that provide solutions to the perceived exposure
  • Document modifications to process
  • Provide training and guidance
  • Generate regularly scheduled reporting
  • Business Technology Solutions, Business Intelligence, Information Security & Risk (and minimally, Vendor Management Office & Program Management Office)
  • Year-round, ongoing
  • Ongoing services, ITIL processes that are for the most part mature, while still having areas of opportunity; focus is now on improving service capabilities (such as correlation, event tuning & monitoring, risk analysis, understanding and mapping dependencies and team interdependency) – with the ultimate goal of optimizing the flow of value through IT – less on strict adherence to ITIL
  • Strong ITIL process management experience, specifically focused on Incident, Problem, and Request Fulfillment; ITIL Foundation certified
  • Familiarity with all other ITIL processes
  • Proficiency in MS Visio, Word, Excel
  • SOP writing/creation
  • Strong relationship building/interpersonal skills
  • Experience in documenting processes for Technical/IT related functions
  • Good research & analysis skills
  • Good interpersonal, communication and presentation skills
  • Good organizational skills plus the ability to motivate people across the organization to provide solutions
  • Previous experience working in a large organization
  • Experience with current Problem Management methodologies
  • Experience with ServiceNow
  • Agile / Scrum development
  • Business Requirements gathering
  • Process mapping
  • Reporting analytics
  • Familiarity with developing training using multiple methods (such as video, screen recording, demos, classroom, WebEx, static text only)
  • Decision maker with an operationally-focused outlook
  • ITIL Service Operations certified
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