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IT Applications Support Analyst

Location: 

Curitiba, PR, BR

Company:  ExxonMobil

Job Role Summary

 

The IT Support Analyst will provide technical support to end users on various technical issues and problems relating to both in-house and vendor software. Responsible for documenting and resolving service tickets in a timely manner according to the Service Level Agreement (SLA).

Job Role Responsibilities

 

  • Monitoring Incidents/Work Orders queue and provide user problem resolution in a global environment
  • Identifying/proposing fixes and automation opportunities
  • Work with experienced team members, in order to troubleshoot, debug and upgrade existing software, identifying ideas to improve system performance and impact availability.
  • Providing proactive communication regarding system outages, issues or workarounds
  • Participating in developing/updating functional specifications for programming changes
  • Collaborate with other teams to develop solutions or complete changes/fixes
  • Developing/updating documentation (System and user)
  • Integrate software components and third-party programs. Independently install, customize and integrate commercial software packages.
Expected Level of Proficiency

 

  • Proven experience as IT Support Analyst
  • Familiarity with Agile methodology
  • Ability to learn new technologies
  • Good verbal and written communication in English
  • Ability to work remotely form customers and some team members
  • Analytical and problem solving (troubleshooting) skills
     
    Technical Skills
  • Database skills - SQL, Oracle
  • Knowledge experience with server and desktop operations
  • Knowledge in other programming languages are a plus: Java, C/C++, PowerShell, etc.