System Analyst - Customer Support

About Signify
Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond.
At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals. Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career.
Join us, and together, we’ll transform our industry, making a lasting difference for brighter lives and a better world.
More about the role
Cooper Lighting Solutions is a business unit of Signify, the world leader in lighting. Together we have a shared purpose to unlock the extraordinary potential of light for brighter lives and a better world.
Working as a Systems Analyst at Cooper Lighting Solutions BU of Signify, is dynamic. You‘ll be responsible for supporting the Lighting division’s application portfolio. The support team is the first point of contact into the Lighting Application Support organization and responds to a wide variety of requests, including troubleshooting and diagnostics, recognizing trends, escalating issues when appropriate, and communicating with external and internal users. The team also performs key activities within the project development lifecycle for changes and enhancements for several applications.
Building a brighter future at Cooper Lighting Solutions takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.
What you’ll do
Provide and request support on behalf of Lighting application external and internal users through multiple channels – C4CS, email
Log requests, regardless of channel, and maintain accountability of the support requests from beginning to customer closure, regardless of who is needed to resolve the issues
Provide user account management for internal users and external agents
Work with Agents to maintain the queue update
Triage and route all requests to determine severity, category, appropriate resolution path, identify and escalate severity-1 (emergency) service requests, and assist in resolution as needed
Collaborate with Tier 2 to resolve service requests, including support for 3rd party vendor service requests during the resolution process
Read and analyze log files and other technical information provided by external and internal users to recognize patterns among incoming service requests, identify trending requests
Research questions and problems using available information resources, including collaborating with staff to recreate problems in the test environment
Assist in growing the documentation and organizing the Lighting Application Support knowledge base
Execute test plans, components and regression, for each release. Provide documentation as well as issue descriptions to Tier 2 for further validation.
Participate alongside Tier 2 in release deployment activities as needed by adjusting schedules, conducting training, identifying new trends in service requests post deployment, and build training documentation (e.g. user guides, quick reference guides, and instructional videos)
Ensure new functionality deployed across the existing application portfolio does not adversely impact the service desk or end users by thorough testing software builds/hot fixes and troubleshooting issues scripts, regression, documentation (Examples: Flash, Configurator, 3rd party services, Price List Manager, Service Request)
Contribute to ongoing process improvement initiatives and implement the RPA /AI based Automation.
Power BI report and dashboard development and maintenance
What you’ll need
2-3 years of relevant experience in Customer Support.
Competent in MS Office Suite (Word, Excel, PowerPoint & Access)
Experience with development, deployment with automation and reporting technologies: UI Path, Copilot Enterprise, Github Copilot, Power BI
Well-developed written and oral communication skills.
Capacity to quickly learn software applications, both packaged and custom developed, and provide support to internal and external users (technical)
Accustomed to working on various issues simultaneously and ensuring the integrity of each project or task (administrative)
Accustomed to working with people from various departments with various skill sets (interpersonal)
Ability to comprehend information and provide insights to correct defects
Preferred: Experience with technical support of EDI (electronic data interchange), API, or other technologies used to exchange business data
What we promise
We’re committed to the continuous development of our employees, using our learning to shape the future of light and create a sustainable future. Join the undisputed leader in the lighting industry and be part of our diverse global team.
Everything we’ll do for you
You can grow a lasting career here. We’ll encourage you, support you, and challenge you. We’ll help you learn and progress in a way that’s right for you, with coaching and mentoring along the way. We’ll listen to you too, because we see and value every one of our 27,000+ people. We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas. With a global workforce present in 70+ countries, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together.
Come join us, and together we can light up the future.