• Technical Support Analyst

    Job Post Information* : Posted Date 5 days ago(7/12/2018 10:29 AM)
    # of Positions
    Work Location (City/State)
    Schaumburg, IL
  • Who We Are


    Every day, our solutions affect people throughout the world. From Fortune 100 companies to start-ups, GalaxE develops and implements strategic projects that are critical to the success of customers’ businesses and the lives of tens of millions of people.


    For over twenty-five years, we have grown and evolved into a multi-national firm that employs over 2000 team members worldwide. But we’re not done evolving. It took collaboration and innovation to get here, and it takes collaboration and innovation to get where we (and our customers) want to be tomorrow.  


    What does this mean for our employees? They have the security of an established company, with the benefits of working for a company where great minds, hard work, leadership and innovation are highly regarded and rewarded.


    As Thomas Edison said, “There’s a way to do it better – find it”. We want our employees to find it.


    We’re looking for creative people, with an entrepreneurial spirit, looking to work on awesome projects! Sound like you? Come work with us! Find out for yourself what it means to be part of the GalaxE team.


    It’s not always easy, but important work never is. #WeAreGalaxE


    Equal Opportunity Employer/Veterans/Disabled

    What You Will Do

    • Resolve and prioritize all issues within predetermined SLAs
    • Analyze issues from various scenarios in Web and Mobile applications and inform developers of fixes needed
    • Attend daily scheduled support calls from different regions and schedule internal meetings with teammates
    • Prepare an incident resolution report/RCA document for critical and escalation tickets
    • Manage the support team to complete tasks against aggressive time lines
    • Allocation of ServiceNow issue tickets and provide resolution
    • Explain production issues by drawing up scenarios to the development team

    Skills and Experience You Will Need

    • Must have working experience related to IT L2 support services, analysis and monitoring
    • Experience with Rally & ServiceNow tools
    • Familiar with both mobile, and web application support
    • Good knowledge of Web Services, SoapUI, and basic SQL queries
    • Good analytical and problem solving skills
    • Excellent verbal and non-verbal communication skills
    • Knowledge of portals and service management tools
    • US Healthcare and PBM knowledge (work experience desired)
    • Basic knowledge of MS excel and reporting
    • Good interpersonal and teamwork skills



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