IT Development Analyst


Job Description:

Production support position for a dedicated set of applications used across multiple countries and business units. An Incident Analyst/Resolver will be responsible for managing and responding to incidents received during their resolver group s responsible hours, as well as following up on incidents assigned to them. Incident Resolvers work directly with users, and are the often the public face of product support to business users providing essential and quality support within SLA guidelines and best practices.

This role also works with Level 3 and Level 4 support to escalate issues, and helping to ensure the continuing advancement and growth of the product within the UL portfolio.

Also have strong ability to supports the design of IT technology within network, communication, and hardware systems. Performs analysis and translation of business, information, and technical requirements to achieve IT solutions that meet business needs. Assists the development of design specifications and deliverables that support system enhancements.

Job Responsibilities:

  • Track, update, and research product issues as reported by users.
  • Correspond with customers to determine additional information and deliver accurate status and informational updates.
  • Update informational website(s) with known issues and work-arounds.
  • Investigate error logs and trace errors across multiple platforms to determine possible root causes and make related recommendations.
  • Work independently to manage and maintain incidents and problems in Service Now IT Service Management system.
  • Open incidents and problems based on customer communication, and group related customer incidents into larger problem categories.
  • Accurately document all communication related to incidents or problems.
  • Maintain contact with the Service Manager, Developer Lead, and other product owners as necessary to distribute and receive accurate information.
  • Judge and adjust to customer state-of-mind while providing support.
  • Follow documented resolution and management workflows, and develop/update these appropriately.
  • Able to Assists with the development of design specifications and deliverables that support system enhancement.
  • Collects and analyzes information regarding technology processes and systems.
  • Supports other technical IT functions including Data Security and Disaster Recovery.
  • Performs other duties as directed


Detailed Description:

Analyzes system requirements, preparing of specifications, designing, coding, testing, debugging, deploying and documenting. Implements complex requirement for multiple platforms, operating systems, and applications built in Microsoft technologies.

Independently analyzes and isolates application issues and performs problem resolution.

Improves systems performance by investigating problems, developing specifications, identifying trends in technology, and recommending solutions.

Assists with formulating and defining specifications for software programming applications and modifies existing applications. Ability to understand and implement business requirements. Experience with developing test plans, test cases and executing test cases. To respond to the incidents /problem/change reported by Customer predominantly through Voice Interaction, through email, chat and web portal

Performs other duties as directed. Sound analytical and problem solving skills.

Technical Skill: Good Knowledge of Microsoft Technologies in. Net (C#, MVC, SQL) and ASP. Net

Good knowledge of Net framework 3. 5+ and SQL Server Database.

Good knowledge of client side scripting language like HTML, JavaScript, jQuery, AJAX and CSS. Good to have knowledge on Microsoft cloud technologies.

Good to have knowledge on SOAP based services and REST web API. Exposure to Relational Database Management System (RDBMS for e. g.: Oracle) and SQL queries

Other Skills:

Excellent communication skills Both written and verbal.

Documentation Clearly summarize and document ideas, conversations, and processes.

Organization Highly motivated with the ability to prioritize multiple tasks with or without supervision.

Qualification: BE graduate.

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