Service Support Analyst

Our client is the world's leading developer of solutions for optimizing work with circulating capital. They create services for several dozen companies from the "Fortune-500" list and 1500 of their suppliers. The company unites a modern technological platform, "Supply Chain Finance", with powerful universal financing. The structure of its payments eliminates the risks of bank failures.

DataArt's specialists are participating in the development of the client's innovative technological platform. The solutions for the automation of investment transactions and financial planning are developed on the platform, which allows regulating the financial flows and making operations more secure.

We're looking for a specialist who wants to develop in the technical support field. Among the main responsibilities is solving various problems that are reported through customer support calls. Also, the specialist will work as a member of the ITSM implementation group.

Responsibilities

• Solve various types of problems (incidents, service requests, tasks) registered with the support service within the framework of the defined SLAs
• Work to ensure the identification of the root causes of problems, which is carried out through the processes of incident management and analysis of problems, including support for partner suppliers
• Support the supplier management process to ensure that the supplier agreements that underlie the technical services are transferred to the service level agreements
• Support the change management process to ensure that all change activities are planned and approved with appropriate business justification
• Support for automation and manual test environments
• Support for the IT service continuity processes underlying the customer disaster recovery plan
• Provide support for integration projects (EDI, file format, etc.)
• Provide knowledge of technical applications supporting SCF services for operations/customers
• Execute and deliver process improvement (CSI), which are necessary to support the customer service model
• Work with the technical and business areas

Required Skills and Experience

• Ability to work in a team, good communication skills, and ability to solve problems
• Experience with incident and problem management lifecycles in accordance with ITIL support processes
• Experience in technical support/improvement of multilevel UNIX/Linux systems and applications
• Understanding basic network technologies
• System programming skills (UNIX, Perl, PHP, Java, SQL, etc.)
• Basic database administration skills (Sybase ASE, MySQL)
• Good spoken English

Additional Competencies

• Basic administration skills of SAP Basic (ECC6.0): transport, user rights, client administration, performance
• Knowledge of the following applications: Apache/OpenSSL, JBoss/J2EE (7.2), Lexicom (AS2), Jasperserver (jrxml), Jira (Service desk, Jira, Confluence), GPG, Exim, Munin, Pure-FTPd (SFTP/FTP)
• ITIL V3 certification

DataArt offers: 

• Professional Development: 
  - Experienced colleagues who are ready to share knowledge; 
  - The ability to switch projects, technology stacks, try yourself in different roles; 
  - More than 150 workplaces for advanced training; 
  - Study and practice of English: courses and communication with colleagues and clients from different countries; 
  - Support of speakers who make presentations at conferences and meetings of technology communities.
• The ability to focus on your work: a lack of bureaucracy and micromanagement, and convenient corporate services;
• Friendly atmosphere, concern for the comfort of specialists;
• Flexible schedule and the ability to work remotely;
• The ability to work in any of our development centers.