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  • Support CU - Skill Matrix - Oct 2022

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    higepe7096
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    This document outlines the skill matrix for three levels of a support role - practitioner, specialist, and expert. At the practitioner level, skills include general industry and technical support knowledge, basic tools proficiency, and strong communication abilities. The specialist level requires intermediate tool skills, inductive/deductive reasoning, SQL knowledge, and attention to detail. Experts are expected to have advanced debugging abilities at the code and database levels, administrator tool knowledge, and the ability to quickly learn new technologies while interacting with various customers and technical issues.

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    This document outlines the skill matrix for three levels of a support role - practitioner, specialist, and expert. At the practitioner level, skills include general industry and technical support knowledge, basic tools proficiency, and strong communication abilities. The specialist level requires intermediate tool skills, inductive/deductive reasoning, SQL knowledge, and attention to detail. Experts are expected to have advanced debugging abilities at the code and database levels, administrator tool knowledge, and the ability to quickly learn new technologies while interacting with various customers and technical issues.

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    © All Rights Reserved
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    3 views1 page

    Support CU - Skill Matrix - Oct 2022

    Uploaded by

    higepe7096
    This document outlines the skill matrix for three levels of a support role - practitioner, specialist, and expert. At the practitioner level, skills include general industry and technical support knowledge, basic tools proficiency, and strong communication abilities. The specialist level requires intermediate tool skills, inductive/deductive reasoning, SQL knowledge, and attention to detail. Experts are expected to have advanced debugging abilities at the code and database levels, administrator tool knowledge, and the ability to quickly learn new technologies while interacting with various customers and technical issues.

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    © All Rights Reserved
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    of 1

    Skill Matrix for Support CU

    Skill Level Process Tools/Technology Personality

    • General Knowledge of Industry • Atlassian Tools – Jira, • Good communication skills -


    Principles Confluence, Bitbucket good interpersonal and
    • Basic understanding of Technical • Basic Git influencing skills
    Level 1 - Practitioner Support • Basic Service Now • Active Listening
    • Basic understanding of Git • Be service-oriented and
    • Knowledge-based Systems customer-focused
    • Research • Be highly-organised

    • Inductive Reasoning • Intermediary knowledge on Jira, • Prioritization


    • Deductive Reasoning Confluence, Bitbucket • Able to Work Independently
    • Basic SQL • Git Advanced • Attention to Detail
    Level 2 - Specialist • Read and Analyze Application • High Concentration
    Logs • Troubleshooting

    • Defect Triage • Administrator Knowledge • Interact with a Wide Range of


    • Debug at code level Customers and Technical
    • Debug at database Issues
    Level 3 – Expert • Quickly Learn New
    Technologies
    • Willingness to Explore New
    Technologies

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