Customer Support Analyst

Position Title: Customer Support Analyst – Production Support

Location: Tallahassee, Florida.

Work Arrangement: Onsite

Mode of Interview: Phone and Video

General Experience Expectations:

• Typically has two (2) years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products, problem-solving, and troubleshooting skills.

Scope of Work/Job Characteristics

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.

The duties and responsibilities of this position are as follows:

• 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; and

• Conduct technical root cause analysis on recurring incidents.

Required Qualifications

The Department is seeking one (1) full-time, on-site Customer Support Analyst throughout the PO term of this RFQ.

NOTE: Any successful Candidate with access to the Department's network are required to complete the Department's Security Awareness Training within 30 calendar days of hire.

• 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.

The Department requires the following experience, skills, and knowledge for this position:

• 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; and

• Experience documenting business and technical issues in a clear, concise manner.

NOTE: In addition to the above list, the selected Candidate must successfully complete a Level II Background Check.

Preferred Qualifications

The Department prefers the Candidate to have the following experience, skills, and/or knowledge for this position:

• Knowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management; and

• Proven track record supporting large-scale, phased deployments of custom or greenfield enterprise solutions.