Support Business Analyst

Support Business Analyst

07 Oct 2024
North Carolina, Raleigh / durham / CH, 27601 Raleigh / durham / CH USA

Support Business Analyst

Vacancy expired!

escription:

Proton Technologies, Inc. is a third-party IT services company that provides IT support and amazing customer service to over 200 auto-dealership clients across the country. We prioritize client relationships and enjoy the personal level of attention we give them. We are not the normal "ticket, ticket, ticket" IT support shop. Proton likes to keep the stress level low, the fun level high, and the quality of life excellent for our team. IT Support is a commodity, AMAZING service is not!
Currently, Proton has an immediate opening for a

Dealer Services Support Business Analyst (DSSBA) to join our team in our Raleigh, NC Headquarters. The Dealer Services Support Business Analyst (DSSBA) is responsible for developing a trustworthy and effective relationship with Dealers to understand their support requirements and take proactive action to expedite incident resolution and the best quality of service. This person will liaison between SET’s Support and Proton teams to ensure full coordination of activities and effective resource management, while also ensuring that all SET provided applications, services, and infrastructure are operational 99% of the time.

Primary Responsibilities:
• Follow SET’s support processes and procedures to ensure end-users get the best customer service.
• Effectively support implementation of new Technology initiatives once ready to be deployed.
• Respond to Dealer’s end-users phone calls, support tickets and chat to capture incidents in detail, troubleshoot, expedite resolution according to business impact and escalate as necessary.
• Strengthen relationship with Dealer Services team to collaborate on issue resolution
• Monitor processes assigned, report and escalate as necessary (alerts, jobs, reports, interfaces, etc.)
• Document incident resolution and create technical and functional knowledge articles.
• Participate in testing, training and roll out of enhancements and new functionality to be deployed to Dealers.
• Identify business impact of system issues, facilitate resolution and escalate to DS Management as needed.
• Learn and train on SET applications to develop full understanding on functionality and troubleshooting.
• Perform on-call responsibilities including out of regular working hours, holidays, and weekends
• Identify opportunity areas for system and processes to address recurring incidents and/or requests.

Essential Qualifications:
• Bachelor’s degree with minimum of 3 years in business analysis and support roles
• 3+ years’ experience in Information Technology and Business requirements documentation preferred
• 2 + years automotive industry experience preferred • Candidate must have exceptional organizational, analytical, and problem-solving skills
• Ability to communicate effectively in both written and oral forms
• Demonstrate highly effective interpersonal skills and business/vendor relationship management
• Willing to work outside of standard business hours to support Dealer’s operational schedule
• Strong sense of urgency and Customer Service to deliver results and support Dealers effectively
• Detail-oriented to be able to do root cause analysis, effective troubleshooting, and incident resolution
• Team player that demonstrates our values: Consideration, Cooperation, Communication, Accountability, and Innovation

Sounds like a match? Apply today!

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