Tista Science and Technology Corporation

Application Analyst

Job ID 2020-2056
Job Locations US-MD-Rockville

Overview

TISTA Science and Technology is seeking a motivated, career, and customer-oriented Application Analyst to join our team to begin an exciting and challenging career. We are looking for a resource who can work well both independently and in teams to solve challenging IT support issues. Candidate should be a technically savvy who can see above the fray and identify improvement opportunities with a knack for impressing the client. 

Responsibilities

Responsibilities:

  • Serve as an escalation point for business customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Triage problems, document triage methodology, train team members
  • Troubleshoot, and analyze business application issues accurately in a high paced environment
  • Maintain accurate information and timely updates using the ticketing system, ServiceNow
  • Create and maintain business application knowledge base and other documents/scripts to support the team mission
  • Work with application developers to document defects and changes within the application and provide training/documentation to team members on upcoming changes
  • Provide a high level of customer service to the customer through problem-solving processes
  • Escalate unresolved issues through a tiered level support model
  • Document events, problems, and resolution
  • Follow-up and update customer status and information
  • Document and communicate feedback or suggestions from users to the appropriate internal teams
  • Identify and suggest possible improvements with processes and procedures
  • Identify, document, and escalate trends to management

Qualifications

Qualifications:  

  • 2-5 years of previous technical experience 
  • Prior customer and end-user support experience supporting business applications is required
  • Excellent verbal and written communication
  • Excellent follow-up and organizational skills
  • Excellent problem solving and analysis skills with the ability to effectively troubleshoot, resolve or escalate issues
  • Prior experience working with ServiceNow is desired but must have experience with other ticketing system and Help Desk tools
  • Ability to identify and utilize relevant resources to provide customers with information and resolution.
  • Ability to stay calm when resolving customer issues
  • Time management skills and ability to handle multiple tasks
  • Knowledge and understanding of the System Development Life Cycle (SDLC) is preferred

Education:       Bachelor’s degree preferred, but not required. The ideal candidate will need excellent communication and writing skills with an interest in learning.

 

Certification:    HDI Certification is preferred. If not, the candidate must complete HDI certification within 6 months of employment.

 

Clearance:        Must be eligible to obtain a Public Trust clearance 

 

Location:          Rockville, Maryland

 

TISTA Science and Technology Corporation, a CMMI Maturity Level 3 company, focuses on delivering information technology and professional services to Federal and State agencies. TISTA is recognized in 2019 by Inc. 5000 as one of the fastest growing private companies in the US. TISTA is also a recipient of 2019 Top Veteran-Owned Companies by the Washington Business Journal. TISTA also received a 2018 Moxie Award in the GovCon category.

 

Here at TISTA Science and Technology we value our Veterans and encourage all to apply!

#thinktista #tistacares

 

Employment Transparency: 
TISTA is an Equal Opportunity/Affirmative Action Employer and embraces diversity in our employee population. It is the policy of TISTA to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or genetic information. TISTA will refrain from discharging, or otherwise discriminating against, employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants.

The EEO is the Law poster is available here and the poster supplement is available here. 
The Pay Transparency Policy is available here.

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