Role

The Support Analyst is responsible for 24X7 customer support for Leave of Absence Management software platforms, including troubleshooting and resolving incoming issues.

Responsibilities

·Providing application support for proprietary Leave of Absence Management software products while adhering to Alight’s established SLAs.

·Troubleshooting incoming applications/products Incidents, and if appropriate, convert Incidents into internal defect tracking system and route individuals/groups for resolution.

·Working with Development teams to provide information on defects and workflow for issues reported.

·Utilizing monitoring systems and proactive measures to minimize unacceptable performance which may severely impact business processing.

·Working closely with multiple Shared Services units to ensure end-to-end visibility and optimal tuning of alerts/notifications.

·Acting as liaison between internal/external customers and r...