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Naumen is looking for a Support Analyst to enhance projects related to their Service Management Platform. The role involves technical support, process management, and occasional product enhancements.
Naumen Service Management Platform is a platform for automating service and business processes. The analyst strengthens the support projects of Naumen Service Desk, Project Ruler, Naumen IT Asset Management, and others; among clients are Sberbank, Russian Post, and MFC.
- Technical support: resolving requests, working with incidents and errors; system adjustments and enhancements based on customer requests; consulting key users
- Support process management: administering client requests, license renewals; resolving issues together with the account manager; controlling deadlines and collecting feedback
- Occasionally enhancements: gathering, analyzing, and agreeing on client requirements for the product; business process analysis; searching for technical solutions; drafting specifications for the development team; designing integrations
- At least 1 year of experience in roles such as analyst/engineer/support specialist in B2B IT corporate systems
- Experience in testing integrations, understanding REST architecture, knowledge of basic HTTP methods and error codes
- SQL knowledge at the SELECT, JOIN level
- Experience negotiating with external clients on corporate system support tasks
- Experience in identifying and gathering requirements for enhancements
- Skills in reading and writing scripts and analyzing logs in Groovy
- Understanding of service-oriented approaches, agile methodologies; experience with ITSM class systems