Senior IT System Support Analyst

About The Position The Senior IT System Support Analyst role involves providing technical support and troubleshooting for internally developed software applications and vendor software products. Responsibilities include managing software configuration, testing and deployment. The position also collaborates with cross-functional teams to resolve software issues and implement updates or patches.

Key Responsibilities

• Provide technical support and troubleshooting for internally developed software applications and vendor software packages.
• Monitor system performance and ensure the availability and reliability of software applications.
• Collaborate with development teams to resolve software issues and implement updates or patches.
• Manage software installations, configurations, and upgrades.
• Document support processes, procedures, and troubleshooting steps.
• Assist in the evaluation and selection of new software solutions to meet business needs.
• Conduct training sessions for end-users to ensure effective use of software applications.
• Maintain strong relationships with software vendors to ensure timely support and updates.
• Participate in the development and implementation of IT policies and procedures.
• Stay current with industry trends and emerging technologies to provide innovative support solutions.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5 - 8 years of experience
• At least 5 years of proven experience as an IT System Support Analyst or similar role.
• Skilled in supporting internally developed software
• Skilled in implementing and supporting vendor software packages including software installation, configuration, maintenance and deployment.
• Skilled in troubleshooting and resolving software issues.
• Skilled in database management and query languages (e.g., SQL).
• Experience implementing cybersecurity best practices in application support.
• Skilled in testing methodologies and applying multiple levels of testing (Functional, Integration, and UAT)
• Experience working in a geographically distributed team following DevOps practices and agile methodologies like SAFe, Scrum, or Kanban. Ability to evaluate and prioritize requirements based on business impact and technical complexity.
• Excellent business analysis, problem-solving, and analytical skills, and attention to detail.
• Excellent communication and interpersonal skills, as well as being customer service-oriented

Preferred Qualifications

• Experience with ITIL or other IT service management frameworks.
• Knowledge of scripting languages (e.g., Ansible, PowerShell, Python) for automation.
• Knowledge of cloud platforms (e.g., Microsoft Azure, AWS).
• Familiarity with low code platforms (e.g., Power Platform)

Chevron ENGINE supports global operations, supporting business requirements across the world. Accordingly, the work hours for employees will be aligned to support business requirements. The standard work week will be Monday to Friday. Working hours are 8:00am to 5:00pm or 1.30pm to 10.30pm.