L3 Support Analyst

Technical Support
Troubleshoot and resolve issues that have been escalated from the Helpdesk.

Incident Management
RTrack and document issues Log all issues, resolutions, and updates in a ticketing system or help desk software (e.g., ServiceNow, Jira).
Escalate issues If unable to resolve, escalate complex issues to higher-level support or specialized teams (e.g., engineers or developers).
Monitor and follow-up Ensure timely resolution of issues and follow-up with users to confirm their problems have been resolved.

System Monitoring & Maintenance
Monitor system performance Keep an eye on system performance and reliability, ensuring systems are functioning optimally.


User Training and Documentation
Create documentation Develop user guides, knowledge base articles, FAQs, and other documentation to help users self-service common issues.
Provide tips and best practices Share best practices to improve user productivity and prevent issues from arising.

Collaboration and Communication
Coordinate with other Evinova teams Work closely with other teams to resolve complex issues.
Communicate status updates Keep users informed on issue status, expected resolution times, and any major system outages or updates.
Stakeholder interaction Engage with different departments to understand specific technical needs and provide tailored support.

Reporting and Analysis
Analyze support metrics Gather data on ticket resolution times, types of issues, and user feedback to improve service delivery.
Report recurring issues Identify patterns in reported problems and work with IT teams to find long-term solutions or improvements.
Provide feedback Suggest system or process improvements based on common issues or user feedback.

Required skills & experience
Experience of working with development and/or configuration of COTS solutions, that are configured based on customer needs
Strong engagement, communication and stakeholder management skills, including excellent presentation and influencing skills
Experience in software maintenance/ help desk
Proven experience of working with complex integrated systems, using creative and strategic thinking to deliver exceptional results
Experience using Jira, Confluence and Service Management tools