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Business Process Analyst

Company: Javen Technologies, Inc
Location: Atlanta
Posted on: April 10, 2021

Job Description:

Location: 100% REMOTE Description: Qualifications: --- Bachelor's degree in Computer science, Information Systems, or equivalent technical training. --- Thorough understanding of most aspects of IT software development and deployment. --- 2+ years of experience with Agile methodologies. --- Familiar with various IT and PM tools - ITSM/ServiceNow, JIRA, Confluence, etcJob Requirements:The IT Service Delivery Analyst is responsible for communicating with the Advantage Center team on escalated activity, including ensuring that emails and calls are processed in a timely manner, monitoring the progress of the escalated activity and ensuring that users are returned to service as soon as possible. They will also be responsible to monitoring escalations that fall outside the normal ticket process and work with related departments to ensure the accelerated closure of these escalations. Responsibilities --- Manages communication with support teams to ensure timely resolution --- Promptly respond to email request directed at the escalation team --- Escalate concerns to appropriate production area when necessary to ensure speedy resolution and minimize productivity disruptions to Advantage Center --- Communicate clearly with a variety of internal/external clients --- Monitor tickets for updates based on the status of the ticket and escalate to agents for task completion and jump in to help as needed --- Monitor escalations for trending patterns --- Accurately document all incoming escalations --- Meet or exceed production goals and expectations set --- Reports as assigned or necessary --- Attention to detail --- Appropriate Documentation --- Positive attitude towards management, co-workers and customers --- Report issues with your ability to work to IT or Management for resolution --- Required to take work request via calls, emails or at the request of leadership and management.

Keywords: Javen Technologies, Inc, Atlanta , Business Process Analyst, Professions , Atlanta, Georgia

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