Support Analyst

APM Terminals

Fully remote
It automation support level 2
Investigating and resolving p3/p4 incidents
Service request fulfillment
APM Terminals is seeking a Support Analyst to provide Level 2 IT automation support, focusing on incident resolution, process improvement, and collaboration across teams. The ideal candidate will have over four years of hands-on experience in support or technical application roles, particularly with databases and service management systems

Job Summary

  • As Support Analyst you will be responsible for the IT Automation Support Level 2 team supporting strategy and key strategic projects as well as build governance over cross-functional processes.
  • You will be responsible for investigating and resolving P3/P4 incidents and fulfil Service Request & Coordinate on P1/P2 until closure with SME’s /Vendors.
  • You will drive and govern continuous improvement of all services in scope and ensure that automation products & enabling services are continuously operational.

Matching Summary

Match Score: 85

APM Terminals is seeking a Support Analyst to provide Level 2 IT automation support, focusing on incident resolution, process improvement, and collaboration across teams. The ideal candidate will have over four years of hands-on experience in support or technical application roles, particularly with databases and service management systems.

Skills & Requirements

Must-have

  • IT Automation Support Level 2
  • investigating and resolving P3/P4 incidents
  • Service Request fulfillment
  • coordinating P1/P2 incidents
  • daily review and stand-up calls
  • single point of contact for deliverables
  • transparency and visibility on team activities
  • tracking and reporting backlog progress
  • coordinating with other product teams
  • updating Knowledge Article and Known Error Database
  • following appropriate escalation procedures
  • creating change requests
  • evaluating subject area after release
  • deep understanding of Automation products
  • driving continuous improvement of services

Nice-to-have

  • passionate about automation and new technologies
  • problem-solving orientation
  • strong process-oriented approach
  • excellent attention to detail
  • self-starter who will take new initiatives
  • ability to motivate and influence teams
  • ability to plan and execute deployment activities
  • understanding of Operational Service SLAs
  • comprehensive understanding of ServiceNow
  • experience in improving business processes
  • strong skills in presenting information
  • ability to translate between technical and business language
  • ability to understand complex business problems
  • outstanding organization skills
  • ability to multitask and make decisions under pressure
  • ability to work independently
  • collaborate remotely with other team members
  • strong interpersonal skills
  • excellent written and verbal communication skills

Key Requirements

  • 4+ years of experience in hands-on experience as Support / Technical application analyst
  • Oracle DB, SQL Server, other Databases
  • Basic network knowledge
  • ITIL knowledge, ITIL V3/4 Foundation
  • Experience within Terminal industries is a value-add

Work Rights

Not specified

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