Level 2 Support Services Analyst

3 months ago

Sydney, Australia Motorola Solutions Full time

**Company Overview**:
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission -critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

**Department Overview**: Noggin is a leader in integrated resilience management technology, offering a next-generation, cloud-based platform that combines 10 essential solutions into one unified system. Our award-winning platform seamlessly integrates operational and third-party risk management, operational resilience, business continuity, incident and crisis management, emergency management, and security and safety operations.

The Support Services team is the first point of contact for customers - to triage issues and escalate as needed supporting both OCA and Noggin 2.0.
**The Support Services Analyst (Level 2) ensures that all customer needs are promptly and professionally addressed by responding to customers’ requests, problems, questions, and concerns in a timely and accurate manner, while exercising the highest level of service and quality. The Support Services Analyst (Level 2) is also responsible for contributing to the analysis of customer problems and requirements, the development of the solutions and workarounds, and for testing and configuring Noggin software to implement those solutions on behalf of customers.

**Key Responsibilities**:
**Customer Support**
- Deliver timely, professional support through various channels, ensuring issues are resolved within SLA requirements and confirming that technical solutions are satisfactory before final customer approval.
- Analyze customer problems, contribute to the knowledge base for future support, and act as the escalation point for the offshore team, assisting with system-related queries and best practices.

**Product Knowledge**
- Develop expert-level knowledge of the product through self-education and experimentation, staying updated on new features and common tasks.
- Contribute to Noggin’s knowledge base and product roadmap by sharing insights, addressing common questions, and communicating feature requests and functionality gaps.

**Internal Collaboration & Support**
- Advocate for the customer within Noggin, ensuring issues are resolved effectively and coordinating with internal teams to meet SLA requirements.
- Investigate and document issues, providing detailed escalation support and adding value to internal tickets with replication steps and relevant information.

**Basic Requirements**:
**Education and Qualifications**

**Essential**:

- Bachelor’s degree in business / commerce / information technology / computer science, or equivalent qualifications or experience

**Experience and Skills**

**Essential**:

- Minimum of 2 years’ experience in support services and analysis
- Experience in providing support to non-technical users of software
- Experience in software requirements or problem analysis
- Experience with modern service management practices and systems
- Eligible and willing to get Security Clearance (must be a Citizen of Australia)

**Personal Attributes**

Highly skilled in leveraging support tools and software, from ticketing systems to self-service options, ensuring seamless customer interactions and efficient problem resolution. Possess a deep understanding of the product’s inner workings, including how to tackle common issues, configure it effectively, and adapt it to diverse customer environments. Passionate about continuous learning and staying ahead of new developments and techniques.

**Inclusion and Diversity**

**Travel Requirements**: None
***Relocation Provided**: None
***Position Type**: Experienced

**Referral Payment Plan**: No

**_ EEO Statement_**

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

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