The Support Analyst is responsible for 24X7 customer support for Leave of Absence Management software platforms, including troubleshooting and resolving incoming issues.
Responsibilities
Providing application support for proprietary Leave of Absence Management software products while adhering to Alight's established SLAs.
Troubleshooting incoming applications/products Incidents, and if appropriate, convert Incidents into internal defect tracking system and route individuals/groups for resolution.
Working with Development teams to provide information on defects and workflow for issues reported.
Utilizing monitoring systems and proactive measures to minimize unacceptable performance which may severely impact business processing.
Working closely with multiple Shared Services units to ensure end-to-end visibility and optimal tuning of alerts/notifications.
Acting as liaison between internal/external customers and resolution of requests/issues, working closely with Management organization.
Establishing partnerships with providers of server, storage, network, platform services, systems management, Incident, Problem, and Change Management.
Reviewing department metrics to identify trends in application defects and escalate appropriately.
Supporting On-call rotation
Requirements
Demonstrate three years of experience with .NET core.
4+ years of experience AWS or other Cloud provider experience required.
Possess in depth knowledge with system tools such as New Relic, Elasticsearch, App Dynamics, or Splunk required.
Demonstrate experience with SQL Server including writing complex ad-hoc queries.
Possess knowledge of ITIL and service-based delivery models with 7x24x365 operations.
Participate in a weekly on-call rotation which includes nights, weekends, and holidays.
Provide customer service to positively influence other team members and partners. Ability to clearly and concisely communicate across technical and non-technical audiences.
Flexible Working
So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.
Benefits
Our commitment to InclusionWe celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.As part of this commitment, Alight will ensure that people with disabilities are provided with reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com.Equal Opportunity Policy StatementAlighHealth insurancePaid time offRemote work optionsFlexible schedule
Additional Information
Our Story
At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight."
Our Values
Champion People - be empathetic and help create a place where everyone belongs.
Grow with purpose - be inspired by our higher calling of improving lives.
Be Alight - act with integrity, be real and empower others.
It's why we're so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.
With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
Learn more at careers.alight.com.
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