Support Analyst - Kiewit Technology Group

Kiewit Corporation

Requisition ID: 102679 

Job Level: Entry Level 

Department: Information Technology 

Market: Corporate Home Office 

Employment Type: Full Time 

Position Overview

The Technology Group Support Analyst is responsible for the daily production support and maintenance of a variety of Kiewit's Field Enablement software solutions that support the Estimating, Project Controls and Field Execution business processes. The successful candidate is an enthusiastic and dynamic team player that will resolve incidents and complete service requests within established service level expectations and provide best practice recommendations. This position will report to the Application Support Supervisor within the Kiewit Technology Group Operations organization. 

District Overview

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), which includes systems and tools that manage every part of Kiewit's business and lifecycle of a project, to improve planning and day-to-day execution in the field by giving our people real-time data to make faster, smarter decisions. Every day our employees make an impact the efficiency of the iconic projects Kiewit builds and you can too.

Location

This position is based out of our Kiewit Business Center at 12720 I Street. This is a shared service center in a professional office setting. 

Responsibilities
  • 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
  • Provide quality customer service to all customers
  • Maintain professional knowledge and skills through proactive self-study of relevant technologies and processes
  • Create and update knowledge base articles and additional support documentation
  • Participate in the service transition of new products/enhancements into steady state support and maintenance.
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
  • Strong verbal and written communication skills, with proven ability to present information both to technical and non-technical customers/stakeholders, in appropriate media and form
  • Participate in 24/7 weekly on call rotation every 7-8 weeks.  Also participate in end of the month back up on call rotation when needed.

Bonus Points:

  • College degree in an Information Technology related field such as MIS or Computer Science, or equivalent work experience preferred
  • Experience using trouble ticketing system: ServiceNow
  • Experience working in SAP
  • Experience working with SQL
  • Strong knowledge of the InEight Suite

We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Job ID: 5346

Posted 23 days ago

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