Technical Analyst

Summary of Position

The Technical Analyst is a customer advocate who has an experience using integration applications and

troubleshooting issues customers may experience when using such applications. The candidate should be well organized

and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and contagious positive attitude, be a

team player, and thoroughly enjoy the dynamics of a technical support/customer service role. Additionally, the

candidate must have effective time management skills to push initiatives and results efficiently and effectively, while

also contributing to a proactive support model.

Primary Duties:

 Provide real time resolution on a wide range of technical and non-technical customer issues

 Strong analytical and troubleshooting skills for problem determination, workaround resolution, root cause

analysis, major incident management etc.

 Good in documentation and should be able to write FAQs, artifacts and other knowledge management

documents

 Perform development and enhancement activities based on customer requirements

 On-Call: willingness to receive calls and support during off-office hours and over weekend (as required)

 Willingness to learn new technology (primary and secondary skill)

 Provide assistance and cover for other team members when required

 Should be able to play a role of individual contributor by becoming a point of contact for customer

Qualifications/Experience:

 1 - 4 years of customer support experience

 Hands-on experience and exposure to at-least one IAM product (OIM, Sailpoint, MIM, etc.)

 Good communication and interpersonal skills

 Good analytical approach and problem solving skills

 Practical experience of Windows Server, SQL Server, IIS, Unix/Linux and networking is a plus

 Understanding of software development life cycle, source control and support tools

 Ability to understand and enhance programming logic written in Java, XML, SQL, C/C++ etc.

 ITIL v3 Foundation or above is a plus