Level 2 Support Analyst - Libraries
New
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–5 years
- Required Skills
- SQLData AnalysisTroubleshootingSaaSServiceNow
Requirements
- 2–5 years of experience in application support, technical support, or a similar SaaS support role.
- Strong understanding of enterprise or SaaS applications, including configuration, data structures, and workflows.
- Basic SQL skills for querying, analyzing, and validating application data.
- Experience working within ITIL-based service management environments using tools such as ServiceNow or similar platforms.
- Experience troubleshooting financial modules, processes, or related system integrations.
- Exposure to scripting or automation for operational support activities is an advantage.
- Strong analytical and problem-solving skills with the ability to perform root cause analysis.
- Excellent documentation and knowledge-sharing abilities.
- Strong communication skills and ability to collaborate with cross-functional technical teams.
- Customer-focused mindset with a proactive and detail-oriented approach to issue resolution.
Responsibilities
- Investigate and resolve complex application support issues escalated from Level 1 teams, ensuring adherence to SLA targets.
- Perform configuration updates, data corrections, and technical workarounds to restore system functionality.
- Collaborate with Level 3 support, engineering, product, and technical operations teams to resolve defects and service requests.
- Maintain accurate case documentation and provide timely updates to customers throughout the incident lifecycle.
- Participate in incident, problem, and change management processes aligned with ITIL best practices.
- Create, update, and maintain knowledge base articles, troubleshooting guides, and support documentation.
- Act as a subject matter expert during customer escalations and technical discussions when required.
- Support Level 1 teams through mentoring and knowledge sharing to improve first-contact resolution rates.
- Assist in operational tasks such as scripting, automation, and support tool enhancements where applicable.
- Troubleshoot issues related to finance modules, workflows, and system integrations.
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