Am Analyst L2

**Responsibilities**:

- Ensure all requests, incidents and queries are triaged in Service Management tool within agreed SLAs.
- Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
- Performing requirements analysis.
- Documenting and communicating the results of your efforts.
- Working closely with clients, technicians, and managerial staff.
- Ensuring solutions meet business needs and requirements.
- Performing user acceptance testing.
- Developing small solutions to day-to-day needs and automate tasks.

**Qualifications and Experience**:

- Highly developed customer skills.
- High experience with AWS
- High analytical thinking and trend identification.
- Strong written and verbal communication skills.
- Excellent knowledge of English language (90% Level).
- Very good data analysis including statistics and forecasting.
- Organized, methodical and structured approach to work, attention to details.
- Ability to evaluate the current environment, gather needs, and propose a recommended CM solution.
- Curiosity and business acumen.
- Self-starter and driven.
- Previous experience as System Administrator / System Analyst
- Knowledge of SLA structure
- Experience of working with IT customer service, support operation or project management.
- Understanding of programming algorithms focused on troubleshooting and bugs finding.
- Experience reading logs for troubleshooting.

**Additional Information**:
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