Customer Support Analyst

Radiant Digital•Tallahassee, FL

1d•Onsite

About The Position

The Customer Support Analyst will serve on the Production Support Team for the Correctional Information Management System (CIMS) as part of the Offender-Based Information System (OBIS) Modernization Program. The Customer Support Analyst serves as the primary point of contact for users experiencing issues or requesting assistance with CIMS throughout the phased release of this novel solution. Unlike traditional legacy support roles, this position requires a proactive problem-solver who can navigate an evolving application landscape and ensure a seamless rollout experience. The Customer Support Analyst plays a critical role in securing the timely resolution of production issues by gathering comprehensive information, managing high-volume ticket deduplication, and performing Tier 1 and Tier 2 technical troubleshooting. The role serves as a vital bridge between a massive user base and external partners, collaborating with internal technical teams and vendors to triage defects and prioritize fixes. By pairing data-driven issue tracking with exceptional customer service, the analyst minimizes downtime and champions system adoption across the entire Department.

Requirements

A bachelor’s degree from an accredited college or university in Computer Science, Information Systems, Business Administration, or other related field, or four (4) years of equivalent work experience is required. Relevant experience may be substituted for education on a year-for-year basis when applicable.
Experience supporting enterprise software applications
Experience working within a Help Desk, Service Desk, or IT Support environment
Experience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms
Strong analytical and troubleshooting skills
Excellent verbal and written communication skills
Demonstrated ability to work effectively with both technical and non-technical users
Ability to prioritize multiple competing requests in a fast-paced production environment
Experience documenting business and technical issues in a clear, concise manner
Must successfully complete a Level II Background Check

Nice To Haves

Knowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management
Proven track record supporting large-scale, phased deployments of custom or greenfield enterprise solutions

Responsibilities

Serve as the primary point of contact for production support requests related to CIMS
Receive, review, and triage incoming service desk tickets
Communicate directly with end users to gather additional information, clarify reported issues, and document business impacts
Analyze reported problems to determine severity, priority, and appropriate assignment
Resolve routine issues using documented procedures and knowledge articles
Create detailed vendor support tickets for software defects requiring third-party resolution
Assign and coordinate work with internal technical teams, business analysts, infrastructure staff, and vendors
Monitor support tickets through resolution while ensuring established service level expectations are met
Maintain accurate documentation within the incident management system
Develop and update knowledge articles and standard operating procedures
Identify recurring issues and recommend opportunities for process improvement
Assist with production releases, validation activities, and post-implementation support
Prepare reports on support trends, recurring incidents, and production health
Execute Tier 1 and 2 technical troubleshooting
Manage vendor relationships and escalate complex software defects
Perform high-volume ticket deduplication for a massive user base
Demonstrate adaptability and flexibility during phased software rollouts
Optimize queue management workflows to improve response times
Conduct technical root cause analysis on recurring incidents