COTS Systems Support Analyst (Commercial Off-The-Shelf Packages)

Description

Job Summary: Responsible for supporting COTS systems, managing incidents, monitoring SLA compliance, and evolving PL/SQL customizations. Key Highlights: 1. Handling triage, registration, and tracking of COTS incidents using ServiceNow. 2. Monitoring and ensuring supplier compliance with SLAs. 3. Analyzing and resolving incidents, as well as evolving PL/SQL customizations. **Job Description:** DXC Technology helps global enterprises run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid clouds. With decades of innovation-driven experience, the world’s largest enterprises trust DXC to deliver new levels of performance, competitiveness, and customer experience. Learn more about DXC’s history and our focus on people, customers, and operational execution at www.dxc.technology. **Key Responsibilities:** Responsible for supporting Commercial Off-The-Shelf (COTS) systems, acting as the liaison between the client and software vendors. Mission-critical objective is to ensure operational continuity of systems, with emphasis on incident management and rigorous monitoring of contracted SLAs: * Perform triage, registration, and tracking of incidents related to COTS systems using the ITSM tool ServiceNow. * Monitor and ensure vendor compliance with established SLAs, proactively communicating to clients any risks of SLA breaches, delays, or escalation needs. * Maintain close relationships with vendors to ensure appropriate visibility and prioritization of service tickets. * Analyze and resolve incidents related to PL/SQL customizations. * Evolve and maintain existing customizations, ensuring alignment with business requirements. * Understand underlying business processes to better direct requests and make informed escalation decisions. **What We Expect?** * Solid experience in PL/SQL (Oracle) development and maintenance. * Experience with ITSM tools, especially ServiceNow. * Basic knowledge of Java, with ability to read and understand code for integration analysis or investigative support. * Experience supporting COTS systems and managing service tickets. * Ability to read and interpret SLA contracts. * Strong communication skills and ability to interact effectively with clients and vendors. * Analytical, proactive, and problem-solving mindset. Preferred Qualifications: * Experience with ERP, CRM, or other commercial market packages. * Experience in environments involving multiple vendors and complex integrations. * Knowledge of ITIL or service management best practices. **What We Offer?** A comprehensive benefits package, competitive salary, and our core values make DXC one of the most important and attractive employers worldwide. At DXC, our goal is to provide equitable opportunities, respecting individuality and diversity to achieve a healthy balance between professional and personal life, and enabling continuous career growth. If you seek challenging opportunities within a pleasant, multinational work environment, then we definitely want to learn more about you. Apply now using the links below, or directly for a position via our careers portal: https://jobs.dxc.technology. You can also find us at: https://www.facebook.com/DXCTechnology/ https://www.linkedin.com/company/dxctechnology At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. **Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available** here***.***