Systems Analyst I Application Support (Architecture)

Company Summary

Crown Castle is the nation's largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we're the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$100B. 

Position Title: Systems Analyst I – Application Support

Position Summary

The Systems Analyst I – Application Support will act as the point of contact for users of business systems supported by the Unified Application Support Team who are seeking application support.  The position provides quality application support to business system users through the employment of a high degree of customer service, application expertise, technical knowledge, and timeliness.  This individual handles challenging support situations with a calm, professional and methodical approach.

 

Responsibilities

• Collaborate with level 1 support to help educate on issue intake information to be captured. Where appropriate, ensure that they have awareness of production issues which are impacting business users.
• Research and analyze each issue within ServiceNow and/or CRM Help Desk and resolve the issue with the user when possible. Continue to build up your knowledge base so that more and more situations are resolved within the Level 2 support organization.
• Utilize the knowledge base articles to research and independently resolve issues. Update the knowledge base when appropriate.
• Grow and maintain a significant knowledge of the business systems supported by the Unified Application Support team.
• Log, track and manage issue requests in the appropriate application support ticketing system.
• Assign each issue the appropriate severity based on published guidelines.
• Route the issue to the appropriate IT or business resource, if unable to resolve, per routing procedures.
• Follow the item to resolution and monitor adherence to Service Level Agreements. Follow up when an item is approaching ‘late'.
• Perform root cause analysis; recognize trends and suggest educational or technical solutions to reduce the number of incoming tickets.
• Perform quality assurance testing during pre-release testing periods to better understand upcoming changes.
• Adhere to department policies for reporting and managing requests and change control.
• Manage L2 support priorities, complete tasks on time and with the expected level of quality.
• Interact with managers, clients, vendors, and agencies to field queries and questions in a manner consistent with Crown Castle's B3 values.

 

Education/Certifications

• Bachelor's degree or technical training in Computer Science, Information Systems or equivalent work experience. 

Experience/Minimum Requirements

• 1+ year of experience providing application support 

Other Skills/Abilities

• Excellent customer service and interpersonal skills and telephone etiquette
• Excellent verbal and written communication skills (technical and non-technical)
• Excellent time-management, multi-tasking, and organizational skills.
• Working knowledge of software development life cycle processes.
• Strong problem-solving skills
• Experience working in a team-oriented, collaborative environment
• Ability to explain technical issues to non-technical people.

    

Working Conditions: This is a remote role with the expectation of occasional on-site/in-person collaboration with teammates and stakeholders that may require up to 15% travel.

Additional Information: Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Data & Digital