IT Support Analyst

The IT Support Analyst is responsible for ensuring the stability, performance, and continuous improvement of the company’s IT systems and applications. The role combines technical expertise with business analysis to identify requirements, implement solutions, and resolve issues while ensuring compliance with security standards and operational efficiency. The IT Support Analyst will act as a bridge between business users, IT teams, and external vendors to deliver seamless technology services that support business growth.

• Ensure compliance with IT policies, cybersecurity standards, and audit requirements.
• Provide second-level support to end-users and escalate issues as necessary.
• Provide ongoing support to optimize user experience with IT systems.
• Ensure seamless adoption and performance of IT solutions post-implementation.
• Gather, analyze, and document business requirements to support system enhancements and new solutions.
• Translate business needs into functional and technical specifications.
• Act as a liaison between technical and non-technical stakeholders, ensuring clear communication.
• Assess existing IT systems, identify gaps, and recommend improvements, upgrades, or automation opportunities.
• Support deployment, configuration, testing, and integration of new applications and upgrades.
• Partner with IT Infrastructure, Security, Applications, and Business teams to deliver integrated solutions.
• Coordinate with vendors and service providers for system support, upgrades, and issue resolution.
• Troubleshoot and resolve system incidents with minimal disruption to operations.
• Perform root cause analysis and implement long-term corrective measures.
• Create and maintain system documentation, user manuals, and test scripts.
• Manage service agreements and monitor vendor performance.
• Conduct feasibility studies and system impact assessments for proposed changes.
• Deliver user training and guidance to enhance system adoption and efficiency.

• Knowledge of cloud platforms (Azure/AWS) and scripting languages (Python, PowerShell).
• Ability to manage multiple priorities in a fast-paced environment.
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–6 years of experience as a System/IT Analyst or similar role.
• Hands-on experience with ERP/CRM platforms (SAP, Oracle, MS Dynamics preferred).
• Strong knowledge of enterprise applications, databases (SQL/Oracle), and system integration.
• Familiarity with Agile methodologies and project management tools.
• Proficiency in ITSM tools and ticketing systems (ServiceNow, Jira).
• Understanding of system architecture, networking fundamentals, and IT security practices.
• Strong problem-solving, analytical, and communication skills.

Training & Knowledge Transfer