Patterson is looking for an Application Analyst to manage incident resolution across relevant systems, ensuring accurate and efficient end-to-end customer processes. The role aims to identify gaps and provide metrics to the business through incident experience and reporting.
Requirements
- Experience improving the incident management process using automation and
- 3 years experience in applicable Web platforms and
- 2 years experience with SQL
- Experience with a service management tool such as ServiceNow
- Write and execute SQL queries to diagnose and evaluate system behavior
- Familiarity with use of AI Ops
- Familiarity with Web troubleshooting tools, including Post Man, FullStory and Application Performance Management Tools such as Dynatrace, Fullstory, DataDog, or New Relic
Responsibilities
- Manage incident triage using the ServiceNow ITSM and resolve complex user issues using SAP processing, legacy system, and/or end-user application knowledge
- Troubleshoot, diagnose, and resolve end user issues that have been escalated or logged via self-service in a timely manner, focusing on a high rate of incident resolution within the team
- Escalate unresolved issues to functional and development teams, routing to correct team as appropriate (e.g., SAP or Web)
- Transfer knowledge to encourage early support resolution by maintaining documentation, publishing articles on ServiceNow, and training support teams and end users
- Maintain expertise in SAP solutions, APIs, and third-party integrations to support timely, high-quality issue resolution
- Ensure business transaction issues are addressed by monitoring daily business operations
- Automate transaction monitoring by utilizing tools like SAP Business Process Monitoring and custom reporting, spending majority of time on issue resolution and root cause analysis
Other
- Bachelor's Degree in IT, Management Information Systems (MIS), Computer Science, or Business Management or equivalent education and/or experience
- Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
- Ability to communicate ideas in both technical and user-friendly language
- Strong organizational skills, attention to detail and task follow-up skills in a fast-paced and changing environment.
- Ability to work effectively within a team and build strong working relationships with all levels within the organization
