Support Analyst Data Management SaaS COTS Incident Management Task Management Skill   Requirement id 94549 Job title Analyst Job location in Chicago, IL Skills required .Net, SQL, Support, Analyst Data Management SaaS COTS Incide Open Date 01-Jul-2019 Close Date Job type Contract Duration 12 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Analyst: .Net, SQL, Support, Analyst Data Management SaaS COTS Incide Description: Responsible for programming and software development using various programming languages and related tools and frameworks, reviewing code written by other programmers, requirement gathering, bug fixing, testing, documenting and implementing software systems. Experienced programmers are also responsible for interpreting architecture and design, code reviews, mentoring, guiding and monitoring programmers, ensuring adherence to programming and documentation policies, software development, testing and release. Experience required • Qualifications: 6-8 years of experience (2 years minimum relevant experience), Bachelors Degree. • Must have experience in Software Engineering Techniques, Software Engineering Architecture, Software Engineering Lifecycle and Data Management. • Should be proficient in Business Analysis, Business Knowledge, Software Engineering Leadership, Architecture Knowledge and Technical Solution Design.? Technical (Good to know)– • .NET, SQL server • Background on Azure Web Apps and AWS web apps • Working on SAAS, COTS application management Incident Management • Initial triage of tickets • Routing of tickets to the corresponding Support group(s) at different levels in accordance with the processes documented in the Runbook • Follow-ups with Support teams at different levels • Escalations to McDonalds as needed • RCA compliance for Severity 1 and Severity 2 Incidents • Notify impacted AOW/groups about unplanned outages and keep them informed until outage issues are resolved • Notify impacted AOW/groups about Severity 1 issues and keep them informed until issues are resolved • User information requests • User provisioning Problem Management • Proactive analysis of Incident records • Analyze data to identify trends or significant Problems • Manage lifecycle of Problems • Associate related Incident tickets with a Problem ticket • Objectives: o Prevent Incidents from occurring o Minimize impact of Incidents that cannot be prevented Task Management • Task Creation. Upon notification from McDonalds that a Task must be created, Provider will create a Task in Service Now • Initial analysis of Tasks • Routing of Tasks to the appropriate Support group(s) at different levels • Follow-ups with Support group(s) at different levels • Execute ad hoc Tasks such as: o Application testing o Assist in application and system upgrades o Other Tasks as agreed between application teams and the Provider team Knowledge/Document Management • Creation and management of application related documents required for the • Support in a knowledge repository. These documents may be of the following categories: o Technical documents o Functional documents o RCA documents o Runbook RCA Process • Follow-up with Support group(s) at different levels for Severity 1 and Severity 2 Incidents for RCA creation • Review the RCA document and manage in document repository • Create and send the RCA to McDonalds Communication Planning and Management • Notify impacted AOW/groups about unplanned outages and keep them informed until outage issues are resolved • Notify impacted AOW/groups about upcoming changes • Send reminders to impacted AOW/groups for major changes • Maintain the email distribution list   Call 502-379-4456 Ext 100 for more details. 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