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Ryder System Production Support Analyst in MIAMI, Florida

Position Description

Under direct supervision, the Production Support Analyst provides tier 2 support to end users of different applications, software, and systems. S/he ensures end user problems are identified, prioritized, researched, resolved, and answered quickly and competently. The incumbent must be proficient in the different software, business applications, and systems supported by the IT department.

Preferred skills for this role:

  • Windows 2003 knowledge

  • Introductory to intermediate SQL knowledge

  • ServiceNow experience

Requirements

  • Bachelors degree or equivalent in computer science, MIS, business administration or equivalent field

  • Minimum of one (1) year of experience in product/help desk support and/or information technology

  • Ability to:

  • Analyze and solve problems

  • Work effectively as part of a team

  • Effectively communicate technical information to end users in business terminology

  • Impart knowledge to others

  • Detail and results oriented

  • Excellent verbal and written communication skills, time management and customer service skills

  • Aptitude to learn a new business and system

  • Knowledge of application, software, or systems supported by the organization

  • Knowledge of Microsoft Office (Excel, Word, Powerpoint, and Access)

  • Working knowledge of the fundamental operations of the company's products, services, applications, software, and systems.

Responsibilities

  • Handles problems that tier 1 support is unable to resolve; Researches open ticket(s) and provides support by communicating answers/solutions to the problem.

  • Authors and updates knowledge articles used by tier 1 to address inquiries, from the end user, pertaining to a particular application, software, or system

  • Determines whether an open ticket requires a tier 3 escalation and, if so, warm transfers assignment to appropriate technical team

  • Recreates issues in the test environment and communicates documented findings to development teams

  • Assists QA members in some testing of software, application and/or system enhancements tasks

  • Performs other duties as assigned

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job Locations US-FL-MIAMI

Posted Date 1 month ago (11/1/2019 4:48 PM)

Requisition ID 2019-79472

Category Information Technology

Employment Type Regular - Full Time (4)

Travel Requirements 0-10%

Position Code 8371

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