Find Jobs
IT Support Analyst
Schaumburg, Illinois
Contract Position
It appears that you have already applied to this job.
Applied on September 20, 2020
Job Id #42735 Posted August 3, 2020


  • IT Support Analyst will provide Level 2 Technical support to end users on various technical issues and problems related to digital applications.
  • The candidate is responsible for responding to, documenting and resolving service tickets within defined SLA.
  • The candidate must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
  • The Support Analyst will also perform root cause analysis, develop checklists for typical issues and recommend procedures and controls for problem prevention..


  • Identifying, troubleshooting and providing solution for production incidents of moderate to high complexity.
  • Interface/co-ordinate with L1, L3 and other technical and non-technical support groups, provide assistance and guidance as required.
  • Analyze and document user/application requirements
  • Root cause analysis of problems/issues reported by clients/members
  • Capable to communicate across multiple teams on day-to-day support operations.
  • Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services.
  • Two to five years of experience into functional side of applications (e.g. Testing, Business Analysis, etc.).
  • Two to five years of experience in operations/production support role.
Must have:
  • Skills to analyze and document requirements related to project/application
  • Experience in supporting Customer facing Web applications,
  • Troubleshooting skills to work on member issues and finding their root cause
  • Excellent communication skills to collaborate with Technical/Business teams
  • Should be a good team player
  • Eagerness to work-upon/learn new applications and tools
  • Capability to understand/learn without much external help
  • 1. Of the tools listed, which are the top 3 needs.
    • Service Now
    • SOAP UI
    • SQL Developer
  • Service Now - use as ticketing system
  • Splunk
  • SQL Developer
  • Rally (preferable)
  • SQL
  • JAVA, WebServices (preferable)
Preferable Skills:
  • Functional knowledge of Member Portal/Mobile applications
  • RxClaim knowledge
  • JAVA coding/debugging skills
Team and Team size:
  • New resources are not to work in a project. They need to work as production support team members.
  • Current Team Structure:
    • 1 PM 6 Team Members (onsite) 9 Team Members (offshore).
Interview process look like
  • a. How many rounds? TWO
  • b. Video vs. phone? VIDEO
  • c. How technical will the interviews be? 20%

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

Upload Your Resume

We accept .DOC, .DOCX, .PDF up to 10 MB.

We do not accept scanned documents, images, or resumes containing images and/or icons.

Password must contain:
  • minimum 10 characters

  • 1 uppercase letter

  • 1 lowercase letter

  • 1 numeric character

  • 1 special character (such as !, %, @, #)

  • Passwords match


What is your gender?

What is your ethnicity? Select all that apply

What is your Veteran / U.S. Military Status?

Do you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such am impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


You have saved your first job! To see all your Saved Jobs, click here. Or continue scrolling through jobs and bookmark openings that catch your eye and apply for those jobs later.

Return to Job Search
Cookies help us improve your website experience.
By using our website, you agree to our use of cookies.