Senior Technology Service Management Analyst

Job description

Senior Technology Service Management Analyst Hybrid in Wilmington Delaware: 8:00 AM to 5:00 PM EST Summary: The Senior Technology Service Management Analyst is a Tier 1 application support role responsible for providing first‑line support for business‑critical applications as part of a global follow‑the‑sun support team. This role serves as the initial point of contact for incidents and service requests, ensuring timely triage, resolution, and escalation in accordance with established service management processes. The role focuses on operational excellence, customer experience, and consistent execution of ITIL‑aligned practices across a 24x5 global support model. Some of the things you will be doing: What Technical Skills, Experience, and Qualifications do you need? - Provide first ‑ line (Tier 1) support for enterprise applications, responding to incidents and service requests from global users - Perform initial diagnosis, troubleshooting, and resolution using documented procedures and runbooks - Accurately log, categorize, prioritize, and update tickets in the service management system - Escalate incidents to Tier 2 or Tier 3 teams with clear diagnostics and supporting informatio...