Technology Analyst | Infrastructure-Server Administration | Cloud Infrastructure

Company Description: IMCS Group is one of the fastest growing MWBE (Minority Woman Owned Enterprise) staffing firms in the U.S. We focus on bringing a Diversity Recruitment approach to Fortune 500 companies within North America and EMEA region contingent labor programs.  IMCS Group excels in providing top talent in IT, Healthcare, Engineering, Finance, Light Industrial, Contact Center, and Clerical.  We have offices in the US, Canada, Mexico, and India in which we can provide support to our clients.

Description: Job Title: Azure Admin+Service NowWork Location & Reporting Address: Tampa, FL 33602 (Hybrid)Vendor Rate: Contract duration: 12 monthsTarget Start Date: 17 Aug 2026Does this position require Visa independent candidates only? Yes

Interview mode

• In person/Virtual
• VirtualHow many rounds of interview
• 2-3 rounds

Job Details:Mandatory skills: Service Now, Azure, App Insights, Agile, Scrum, MSFT suite of products has context menuMinimum years of experience needed in the required skills: 3 yrs experienceMinimum over all work experience required: 2-4 yrsDomain: Cloud & DevOps EngineeringAny certification required: NA

Detailed Job Description:

Primary functional and technical support to triage incoming requests through Client Service Management tool (ServiceNow); resolve or escalate to L3 and/or Development Teams

Overview:"A Customer Support Analyst (Level 2 Support) will use a mix of technical, functional, communication and client service skills to play a key part in the success of the team supporting multiple Client products."Main responsibilities include fulfilling service requests, creation and maintenance of knowledge base articles, supplemental incident and problem management tasks, testing of product features, reporting bugs, ensuring appropriate triaging of complex technical issues; creating and analyzing reports in ServiceNow and/or PowerBi"Sometimes, they will help cover the excess workload and act as a back-up when needed."In addition, individuals must be comfortable working and speaking with a wide range of people in various positions, including project managers, clients, support staff and vendors."Acting as a liaison and contribute to relationship building between cross functional teams, they should display strong communication skills both verbal, professional writing, and presentation skills/Experience:"2-4 years' work experience in Service Delivery in a large-scale cloud environment with focus on request fulfillment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives"Handling level 2 functional and technical support to resolve issues including"diagnosing and in-depth and complex troubleshooting application issues"working with the client teams and when necessary, end users"serves as a primary point of contact for client escalations"product oriented support experience"Triaging incoming requests (via ServiceNow) and where needed, escalating to SRE and application support (L3/4) teams"Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA adherence, trend analysis and other related ITIL based issues"Creating, updating and managing support process documentation and knowledge base articles"Strong domain and functional knowledge of multiple software applications to aid in functional and technical support"Managing multiple conflicting deadlines, competing priorities and customer expectations"Experience with ITIL service management principles"Experience promoting an agile and DevOps culture"Displays a sense of ownership, liaison and relationship building between cross functional teams"Strong communication skills both verbal, professional writing and presentation skills"Organizing and prioritization skills is a MUST

Top skills:Service NowAzureApp InsightsAgile, ScrumMSFT suite of productshas context menu

Custom Fields:Name: Intake Call RequestedValue: true

Name: Intake Call CompletedValue: true

EEOC Disclaimer: IMCS Group is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. IMCS Group is committed to maintaining an inclusive workforce, where employees are hired, retained, compensated, and promoted based on their contributions to our Company.