Support Analyst -2 - - - - - - - - - - - - KEY EXPECTED ACHIEVEMENTS
Incident Management Ø Identifies impact and validates priority. Ø Provides technical and functional analysis Ø Provides the solution to users.
Ø Identifies and communicates potential workarounds. Ø Informs users on the status of incident processing. Ø Provides the link with level 3.
Ø Continues from the handling of the incident until its closure.
Service Request processing. Ø Takes into account RH requests Ø Processes RH or forwards it to a contributor Ø Informs users on the status of RH treatments.
Ø Continues the treatment of the RH until its closure
Contributes to the analysis of root causes linked to incidents, (Problem Management) Ø Participates or even leads the analysis of root causes of incidents.
Ø Transmits the result to the contributors in charge of implementing the patches.
Exploits the monitoring of services. Ø Exploits the monitoring set up by the construction and / or infrastructure teams.
Ø Takes into account the alert and informs potential contributors to anticipate impacts on users
Validates changes in production (change management) Ø Analyses exchange requests to measure their impact on users. Ø Rejects or accepts the change based on his / her analysis.
Ø If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. Ø If the exchange is rejected, provide arguments to the exchange coordinator.
Contributes to the continuous improvement of applications. Ø Feed back to the development teams the potential improvements detected by the users or by themselves.
Capitalizes the knowledge acquired. Ø Ensures the capitalisation of lessons learned from its activities.