IT Business Analyst II

TekWissen • Houston, TX

2h • Onsite

About The Position

This temporary, onsite assignment in Houston, Texas is described as a first-line support role for custom client IT business applications. The analyst handles requests from internal and external customers, triages and logs issues, and determines whether they should be filed as enhancement requests, bug work items, or general inquiries. The role requires professional communication, technical aptitude, and close collaboration with offshore Level 2 and Level 3 development teams.

The analyst acknowledges customer requests, provides status updates, documents support activities and resolutions, and follows established service-level agreements and support procedures. The position also involves identifying recurring issues and recommending process improvements or knowledge-base updates.

Requirements

• One to three years of experience in application support or a help desk environment.
• Strong verbal and written communication skills and a professional demeanor.
• Technical aptitude and ability to learn application functionality quickly.
• Proficiency with ticketing systems and support tools.
• Excellent attention to detail and organizational skills.
• Ability to work independently and collaborate effectively with remote teams.

Nice To Haves

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Familiarity with the software development lifecycle (SDLC) and issue-tracking tools such as Azure DevOps or JIRA.
• Familiarity with SQL databases and SQL queries.
• Experience supporting web-based applications.
• Knowledge of basic troubleshooting techniques for application and user issues.
• Exposure to Agile/Scrum methodologies.
• Experience with Oil and Gas industry applications.

Responsibilities

• Serve as the initial point of contact for support requests received by phone, email, or ticketing system.
• Accurately log and categorize incoming requests in the support system.
• Triage requests to determine severity, priority, and issue type, including bugs, enhancements, and general inquiries.
• Escalate complex issues to Level 2 and Level 3 teams, providing the details needed for resolution.
• Acknowledge customer requests professionally and promptly, and provide status updates.
• Collaborate with offshore development teams to support timely issue resolution.
• Maintain detailed documentation of support activities, resolutions, and follow-ups.
• Identify recurring issues and recommend process improvements or knowledge-base updates.
• Ensure compliance with established SLAs and support procedures.

What This Job Offers

• Career Level: Mid Level