Production Support Analyst Refª IT.PSA.18

Our client is a multinational company that sells software, due to its implementation in Portugal seeks:

Production Support Analyst (M/F)
The overall goal of first level support is to confirm, validate and reproduce all incoming issues reported by our customers from their productive installations. This covers a wide range of operations from simple questions-answers to complex change requests.
Requirements:
• Educated to degree level
• Desired work experience as a business support analyst
• Analysis experience with hands-on approach (able to solve problems on your own)
• Ability to write clear and concise analytical summary in English
• Articulate, dynamic, energetic, self-motivated, committed, enthusiastic and flexible
• Proficient in English
• German and/or French is an asset
• Good technical background and understanding of relational databases and data management processes are appreciated; practical work experience with SQL is a plus
The key activities are:

• Gathering necessary information for reproducing issues (JIRA, Webex, call)
• Proper execution of customer’s business scenarios
• Verify and validate customers’ assumptions
• Reviewing, testing and answering customer questions
• Making the best use of the Knowledge Base, product and customer documentation
• Submitting new topics to Knowledge Base
• JIRA ticket handover to Second Level support
• Notify 2nd level support when 1st level flower validated

If you think you have the profile to this position, send the cv to recrutamento@certho.pt with ref: PSA.18