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

Description

Job Summary: Responsible for supporting COTS systems, acting as the liaison between customers and vendors, ensuring operational continuity, incident management, and SLA compliance. Key Highlights: 1. Handling triage, registration, and tracking of incidents using ServiceNow 2. Analyzing and resolving incidents and PL/SQL customizations 3. Understanding business processes to guide and escalate issues **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 companies rely on 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 customer and software vendors. Mission-critical objectives include ensuring system operational continuity, with emphasis on incident management and rigorous adherence to contracted SLAs: * Perform triage, registration, and tracking of incidents related to COTS systems using the ITSM tool ServiceNow. * Monitor and ensure compliance with SLAs established with vendors, proactively communicating to customers regarding SLA breach risks, delays, or escalation needs. * Maintain close relationships with vendors to ensure appropriate visibility and prioritization of service requests. * Analyze and resolve incidents related to PL/SQL customizations. * Enhance and maintain existing customizations, ensuring alignment with business requirements. * Understand relevant 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. * Hands-on experience supporting COTS systems and managing service requests. * Ability to read and interpret SLA contracts. * Strong communication skills and ability to interact effectively with customers and vendors. * Analytical, proactive, and problem-solving oriented mindset. Preferred Qualifications: * Experience with ERP, CRM, or other commercial market packages. * Experience in multi-vendor environments with complex integrations. * Knowledge of ITIL or service management best practices. **What We Offer?** A range of benefits, 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, along with continuous career growth. If you seek challenges within a pleasant, multinational work environment, 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***.***