Service Support Analyst

Job Summary

Working remotely on a contract basis, the Service Support Analyst will serve as the primary point of contact for technology teams and vendors, participating in the technical administration of server systems and managing incident and change processes during the overnight shift from Monday to Thursday.

Key responsibilities

• Monitor and acknowledge enterprise-wide alerts, ensuring adherence to service level event acknowledgments
• Perform incident triage and troubleshoot server issues in collaboration with engineers and support teams
• Provide operational oversight and support for routine production problems, documenting actions and updates in internal ticketing systems

Required qualifications

• Experience in IT operations or systems administration
• Familiarity with incident and change management processes
• Proficiency in monitoring tools, such as MoogSoft
• Ability to work overnight shifts from 10 PM to 8:30 AM ET, Monday to Thursday
• Strong collaboration skills with technology partners and internal teams