Senior Analyst - Support

Overview:

This role is essential for the continued daily support demands of our global user community and is critical to the overall success of the organization in deploying and supporting its technical stack across the company.

Responsibilities:

• Support robots encountering issues by taking on tickets and identifying root cause analysis
• Perform bug fixes on production Automation bots
• Work with product owners to identify recurring issues and push these to the backlog as enhancements
• Maintain and update documentations whenever changes are made to the robots
• Knowledgeable and able to support RPA infrastructure and architecture.
• Maintaining, documenting, Technology/Application Support and Service Level Agreements.
• Maintaining, documenting, and implementing business process, procedure, and technology/application metrics. Understand the data and business workflows for the applications supported.
• Work closely with the onshore/offshore team providing ongoing support for the Annalect technology and Business teams.
• Ongoing support of the Annalect technology and Business teams using existing tools or to be built tool/application sets.
• Documenting, implementing, and managing statistics to ensure that the AOS team is operating at a highly efficient and effective level.
• Assist in the use, documentation, and implementation of enterprise management tools such as Atlassian Tool Kit, BitBucket, Bamboo, oVPN, BOX, Empower SSO, etc.
• Leads team projects and activities using project management methodology.
• It is expected that this position will require 70% process/procedure and 30% technology skills
• Can be available 24x7 for occasional technology / application related issues.

Qualifications:

• 5-6 years of relevant and progressive experience as a Technology Operations Analyst, or in similar role
• College - 4-year technical degree required.
• Self-motivated and action-driven with the ability to take initiative, execute and follow-through.
• Ability to clearly articulate technical and functional information to various audiences, both verbally and written
• High degree of organizational skills and ability to reprioritize based on business needs.
• Excellent written and verbal communication skills
• Strong attention to detail, extremely well-organized and able to deliver multiple simultaneous tasks with excellence.
• Must possess critical thinking and exhibit problem solving skills for technical and software related issues.
• Has worked with a single sign-on platform inclusive of user and application setup/support.
• Good overall “Internet” and cloud technology skills including writing lite SQL scripts, functional understanding of databases, HTTP, DNS, Active Directory (AD), and the Linux operating system, and ideally cloud computing / virtual environments.
• Good working knowledge of Microsoft tools (Office, Sharepoint), CRM (JIRA, Hubspot) and reporting tools (PowerBI, Tableau etc.)
• Comfortable working in a fast-paced, start-up like environment

• Experience with creating flows using Power Apps/ Power Automate or any RPA tools
• Would be a plus to have experience in Implementing automations using RPA tools or Power platform
• Would be a plus to have knowledge within the Atlassian Toolkit (JIRA, Confluence, JSD etc.)
• Experience with databases and using SQL to query data
• Some background/understanding of web analytics tool basics: tag, cookies, data attributes, data layer, variables.
• Hands-on experience with online advertising technology and systems (Google, Amazon, Facebook, etc.)
• AWS awareness of the services, tools and use is preferable.