onsite
Senior Analyst, Technical Support and Reporting - CarMax
Software Engineer
Senior Analyst providing reactive and proactive application support for complex IT systems, managing incidents, monitoring performance, and mentoring junior analysts using SQL, ServiceNow, Python, and AWS tools.
About the role
Key Responsibilities
- Analyze and resolve high‑complexity IT operations tickets, ensuring minimal downtime for end‑users.
- Monitor system health and performance, proactively identifying and addressing potential issues.
- Collaborate with cross‑functional teams to implement planned business changes and system enhancements.
- Mentor and train junior support analysts on troubleshooting techniques and system knowledge.
- Document incident details, root causes, and resolution steps in ServiceNow and internal knowledge bases.
Requirements
- Proven experience in incident management and troubleshooting of enterprise IT systems.
- Strong analytical skills with proficiency in SQL for data extraction and reporting.
- Hands‑on experience with monitoring tools and incident ticketing systems such as ServiceNow.
- Knowledge of cloud platforms, preferably AWS, and scripting in Python.
- Excellent communication skills and ability to mentor junior staff.
Skills
sqlservicenowpythonaws