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in Chicago, IL

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Hours Full-time, Part-time
Location Chicago, IL
Chicago, Illinois

About this job

The position of Application Analyst requires an understanding of IT systems, customer support and service management processes, along with a solid business sense, very strong customer service and communications skills. A primary objective of this position is to serve as a liaison between CCC's internal development and IT support teams, our customers and vendors.

The ideal candidate will be able to work closely with development team during the design and development of applications, and provide input from an operational perspective. They will assist in the definition and documentation of the necessary operational procedures. and. Finally, they will transition into a support mode interfacing directly with the customers on the overall administration of end to end application services in the production environment.

The successful candidate will have a minimum of 5-7 years' experience in a systems or IT services related position. They should possess strong analytical skills, have attention to detail and the ability to work in a fast-paced, customer-focused, team environment. Experience working closely with both internal and external customers at a variety or organizational levels is required. Knowledge of and/or experience with the IT Infrastructure Library (ITIL) framework is be a plus.

Responsibilities
* Primary contact for all levels of internal and external customers, from end users and other IT support staff, leading up to management and executive levels
* Perform preliminary analysis and troubleshooting of customer reported incident
* Perform necessary incident follow up activities across all teams within the company
* Perform complex data analysis and present findings for ad-hoc and regularly scheduled operational reporting
* Administration and performance of operational processes and procedures regarding the delivery of Service Desk services including input for improvement of solutions to track requirements, performance, and results
* Create and maintain operational run book documentation for standard operating tasks for production and test environments
* Oversee Problem Management activities to complete Root Cause Analysis of customer issues
* Provide on call support as needed

Qualifications
* Bachelor's degree in computer science/engineering, electronics engineering, and mathematics, management information systems or STEM field required. Masters degree a plus
* Strong written and verbal communication capabilities
* Software development life cycle experience in a BSA, PM, QA role a plus
* Demonstrated experience providing superior internal and external customer service
* Strong MS Office skills, focused on Excel; pivot tables, charts, graphs, macros
* MS SQL, extracting and loading data, running queries
* Ability to lead and facilitate collaboration when working with cross functional teams
* High energy and enthusiasm along with a high attention to detail
* Must be a highly-motivated self-starter and possess a strong work ethic
* Flexible and able to function in a \"hands-on\" environment
* Positive and professional image

Why Choose CCC

We promote a healthy work-life balance and offer generous benefit plans and resources designed with employee satisfaction in mind.

What we value is simple - customers, employee commitment, collaboration and clear communication.

We hire people who will embrace the company's goals and productively contribute in ways that help us serve the customer, innovate, and stay strong.

We make it a priority to keep employees healthy, happy and enriched.
* Healthy - Wellness programs and Perkspot/employee discount program
* Happy - Recognition programs, a confidential employee assistance program, and flexible work arrangements such as staggered start times
* Enriched - Tuition reimbursement, training and learning programs, and leadership development opportunities

Our corporate headquarters is located in downtown Chicago within the historic Merchandise Mart-a certified LEED (Leadership in Energy and Environmental Design) building.

CCC Information Services was ranked #15 in the Top 100 Digital Companies in Chicago in 2016 by Built In Chicago, an online community for digital technology entrepreneurs in Chicago.

CCC is a great place to work. Join us!



Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst