CGI Technologies and Solutions, Inc. Manager Services-Cloud Functional Analyst in Atlanta, Georgia
Manager Services-Cloud Functional Analyst
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Manager Services-Cloud Functional Analyst
Category: Business Analysis (functional and technical)
City: Atlanta, Georgia, United States
Position ID: J0219-0435
Employment Type: Full Time
Working as a Managed Services functional analyst to play an instrumental role in CGI All Payments solution managed services in a MS Azure / Amazon AWS architecture environment. Individual will manage various day-to-day client technical services requests, application troubleshooting, and overall technical/operational management of the CGI solution. Slight requirement and development activities may be performed with the goal of timely service request resolution and maintaining the daily operations/administration of the CGI All Payment solution.
•The person should have very good experience with regards to reviewing and responding to client service requests while working closely with internal teams to address these requests
•The person should be familiar with supporting customer facing three tier applications and have the ability to resolve application issues
•Work may require flexible work periods to address application and client needs
Your future duties and responsibilities:
•Proactively monitoring the CGI All Solutions application and resolving service requests regarding its functionality with respect to resolving production matters per the CGI’s Managed Services Operational Framework
•Promptly and professionally answer incoming calls / emails, determine the caller needs, answer general inquiries and / or gather appropriate information to timely resolve the service request
•Accurately document the situation, and if applicable, initiate and follow the appropriate workflow when the issue needs additional assistance to reach resolution
•Work with client and client assigned personnel in the resolution of functional request while providing the resolution according to agreed upon service levels
•Stay informed of application status and all dependencies that may affect applications front-end user experience
•Keep and maintain accurate documentation of all functional and operational service requests to make sure all service levels are supported and justified with metrics
•Support user administration and assist with release management
Required qualifications to be successful in this role:
• The individual should have 3-5+ years of relevant work experience (managed services, application support, application administration, Help Desk)
•The individual should also be familiar with MS Office applications (Excel, Word, PowerPoint, Visio, and Project) with regards to documenting maintenance plans, reports, and / or procedures.
•The person should have relevant background and experience in managed services
•The person should be a team player, be able to work independently, be highly motivated and possess good communications skills with regards to interacting with various cross-functional team members and in writing maintenance support documents
•Excellent interpersonal skills including the ability to work with diverse personality types and understand functional and technical issues.
- Technical Analysis
What you can expect from us:
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