Posted by Kiewit Technology Group’s (KTG) mission is to deliver project schedule and cost certainty by employing technology designed by and for the construction industry. Our team deploys apps to the field that increase profitability by maximizing the way we use our people and resources in daily operations. KTG uses the Kiewit Management System (KMS),
Support Analyst
Job Description:
Provide front-line primary functional and technical support to end users on various issues/problems
Make timely decisions with well-developed judgment, while considering alternatives, risks, and other critical decision factors
Be a subject matter expert in the products supported and have an advanced understanding of the related business processes
Have an acute understanding that our business partners depend on our services and know how to respond to that dependency via acknowledgement, updates and resolution
Check, validate and update ticket documentation
Quickly and accurately prioritize incidents and follow internal incident management protocol
Troubleshoot and resolve tickets within defined service level expectations
Engage in appropriate escalation management activities
Work with IT vendors/hosting partners as needed to gain issue resolution and ensure performance of 3rd party solutions
Work collaboratively with other Kiewit Technology Group teams to ensure communications and processes are completed with seamless service delivery
Pro-actively seek opportunities for continuous improvement within the team and department and act upon findings to initiate improvements, presenting ideas in a persuasive way to gain support
Qualifications
Highly motivated, self-starting and self-directed
Strong analytical, investigative, diagnostic and problem-solving skills; ability to solve unique problems with creative solutions
Desire and ability to prioritize customer service above all else
Ability to adapt to fast-paced dynamic business conditions
Strong sense of urgency and ownership paired with patience and understanding
Understanding of incident and problem management
Ability to communicate and work with 3rd party vendors to resolve system issues
Ability to multi-task, work independently and as a part of multiple teams
Ability to manage a variety of technically challenging tasks
effectively
Must be able to prioritize, organize and accomplish work efficiently
Demonstrated initiative with ability to work under pressure and multitask effectively
Strong relationship building and interpersonal communication skills
College degree in an Information Technology related field such as MIS or Computer Science, or equivalent work experience preferred