Analysis & Resolution-Sr. Systems Analyst

Responsible for the identification and resolution of
production system’s problems. This includes but not limited to receiving
escalated problem calls, documenting those calls, troubleshooting the
problem, triage the problem (prioritize), fixing and/or escalating those
calls to the appropriate party for resolution, tracking the resolution
process and identifying fixes that will improve the department’s ability
to resolve within. Other duties include working with other
groups/departments to improve systems based on problems identified,
creating and maintaining processes and procedures and working in a team
environment to meet the goals of the Global Command Center. Analyzing
current systems and make recommendations for improvements. Assist in the
architecture design for the technology systems.Accept escalated
problems
Complete Magic Tickets when a current ticket does not exist
Troubleshoot problems to determine severity and priority
Resolve problem or escalate to the resolution person/group
Handoff information to resolution party
Maintain communications with resolution party until problem is resolved
or a workaround is put in place
Track (document) problem through resolution
If problem was resolved outside this group and based on the resolution,
document steps that the Global Analysis & Resolution group can take to
resolve this problem in the future
Identify and document fixes that require program changes and/or procedure
changes
Work with other groups/departments to assist in creating permanent
resolution/fixes
Continuously strives to improve customer support, identifying
opportunities and recommend solutions for improving service efficiency and
effectiveness
Be on-call, as needed, for production support issues after hours
Create and/or maintain process and procedure documentation as required
Assist other Operations Engineers, as needed
REQUIREMENTS
-Excellent analytical skills
Excellent understanding of networking including internet, LAN and DNS
Excellent trouble shooting skills
Technical – knowledge of:
oMicrosoft OS
oUNIX OS
oNetware OS
oData communications
oNetwork Security
oMicrosoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP, etc.)
oWeblogic
oJava
Excellent customer service skills
Excellent verbal and written skills
Business knowledge (business workings, organization, contact/escalation
knowledge)
Ability to influence/facilitate and negotiate with other groups,
departments, individuals
Ability to make timely decisions
Detail oriented
Process oriented
Minimum 5 years experience in the Information Systems field
College degree preferred