L2 Support Analyst Job 2024 Full Time

What success looks like in this role:

Delivers and leads team in the delivery of Tier 2 remote hardware and software support services to clients to resolve product use and ServiceNow problems, and/or questions relating to enterprise systems, networks and application software, as well as desktop applications that are beyond the scope of the client’s first level help desk support function. Provides referrals and/or dispatches to other service providers to ensure that client’s service level and technical requirements are met. Interacts with clients in person or by telephone. Answer questions about installation, operation, configuration, customization, and usage of second level remote hardware and software products. Applies diagnostic techniques to identify problems, investigates causes and recommends solutions to correct failures. Provides alerts and situation status information to both client and Unisys management. Coordinates critical client issues as well as new product and/or system implementations. Monitors performance and ensures completion of operational processes including incident resolution, root cause analysis, change management, and continual service improvement in accordance with Service Level Agreements. Prepares, approves and coordinates the implementation of technical documentation and ensures that technical and client documentation is clear, current, accurate and complete. Identifies, develops and conducts training needs for other analysts and clients as appropriate. May participate or lead defined projects activities. Initiates process improvements for internal and external clients. May be required to work in rotational shifts (24×7 shifts applicable) and provide on call support if required. May function as a Shift Leader.

You will be successful in this role if you have:

• University degree or equivalent education and experience
• Minimum of 5 years relevant experience
• ServiceNow CSA Certification

Advanced knowledge in ServiceNow. Have specific certifications on the respective domain, platform or application.

Ability to support multiple clients/ technologies as part of shared support delivery.

Must be client focused, display interpersonal skills and be an effective team member.

Ability to train and develop staff and/or client.

Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We’re committed to supporting work-life balance and investing in your future success.

At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

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This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here .