Cloud Support AnalystLocation: Centennial, COPosition Type: ContractRate: DOE $/hr. w2 onlyNo Visa sponsorship available for this Job (US Citizen, Green Card,GC-EAD)Education and Experience2-4 years technical background or experience as a helpdesk analyst or technical account manager for business systems applicationsKnowledge of cloud services (PaaS, Saas, IaaS, etc.), including Microsoft Azure and Amazon AWSGeneral understanding of REST APIsExperience with tools such as Fiddler, Postman, Chrome Developer Tools, etc.Proficient in additional languages due to the various international customer and supplier relationshipsKnowledge, Skills and AbilitiesAn ability to grasp customers needs and suggest timely solutionsProven ability to work within established SLAs and escalation protocolsFlexible, business-oriented and comfortable with verbal and written communication, including the ability to listenExperience with standard software development processes and methodologies (Agile and Continuous Integration/Delivery), including supporting tools such as Atlassian, Jira, etc.Knowledge of and ability to perform analyses such as gap analysis, process mapping, root-cause analysis, risk analysis and requirements gatheringJob ResponsibilitiesResponsible for managing the on-going support to customers to confirm that they continue to make effective use of the application and its featuresResponsible for the triage, troubleshooting, documentation and resolution of support ticketsMonitor application performance and associated support needs to identify feature enhancements to more effectively meet customers needsResponsible for the documentation provided to internal teamsRegular interaction with Arrow suppliers, customers and internal teamsResponsible for the troubleshooting interactions of suppliers and customers with the platformInternal communication with key people involved in the project in all regionsSupport to the internal technical teamsEscalation to the internal technical teams, when required