FEATURED POSTIION OF THE DAY: SUPPORT ANALYST I Position Purpose: Support all monitoring, automation, escalation and alerting of event issues to the business and IS teams. Provide integration between business team desires and functional team deliverables at the resource level. This position offers candidates a chance to develop a solid understanding of the business processes supported by our technology, as well as developing skills and experience which would allow them to move into specific technology support roles in the infrastructure group. This position is an excellent opportunity for a motivated individual to join a team and immediately start making a difference in process improvement, efficiency and effectiveness of the Operations team, and in a role that allows for flexibility and variety in daily work responsibilities. The ideal candidate will demonstrate the following personal characteristics: • Dedication • Motivated • Highly skilled in system and application operation and integration points • Detail oriented • Focused on task at hand, but able to multi-task successfully Position Accountabilities: • Assists with impact assessment on application changes of low complexity as they affect the customer and provides impact assessment on data integrity issues that arise. • Assists with timely completion of all assigned IS projects within the project and budgetary guidelines mutually agreed upon with IS management that produces results of a consistently high quality which meet business needs and support cost-effective technology solutions. • Uses innovative solutions to technical and business problems of low complexity ensuring effective customer service to resolve issues swiftly and accurately which meet business needs. • Learns to effectively be compliant through the following: o Audit, SOX, and PCI compliance o Ensuring production job, system, file, and server standards are being adhered to, leading to a high quality production data processing environment • Assists with the effective execution of all planning functions to ensure quality production turnover of all new or revised requirements for existing systems to meet business needs and minimize business risk. Typical Day-to-Day Tasks: • Manage audit remediation and exception reporting with various managers using the exception reporting Access database • Create or modify Tidal Scheduler or Robot Job scheduler automated business process flows. Troubleshoot failures of existing jobs coordinating with business teams responsible for the job flows as well as support and infrastructure teams • Review batch jobs, windows command language and PowerShell scripts when failures occur in the tasks they are targeted with automating working with the business teams from the functional areas we support or the infrastructure management teams • Monitor facility environmentals including power, HVAC and fire suppression systems, escalating issues through internal support or the system vendor as required • Process incoming iSupport ticket requests for standard service offerings filed at the request of our business team partners, corporate system user base and infrastructure teams • Process requests for proactive outage notifications from vendors and infrastructure teams • Manage problem escalations and outage processing (PSIN’s) from internal teams, engaging proper resources and managing corporate wide communications of issues, updates and resolutions • Maintain reboot and patch schedules for all platforms and environments with the appropriate infrastructure support groups • Manage scheduling of events with advance notice, including creating and supporting special handling for the operations team to properly prepare for and restart processing in the event it is required after the event • Monitor and report back to appropriate business units or infrastructure teams on critical processing of new, or recently implemented jobs, processes or systems, until stabilization has occurred • Access servers, datastores or other resources in order to troubleshoot issues, including Windows 2000, 2003, 2008 and 2013, Red Hat 5 and 6, IBM iSeries servers, KVM switches, environmental control monitors, data center HVAC controllers, onsite UPS installed base, facility generator and power distribution network • Work with daily operations staff to review, streamline or revise process or Standard Operations Documentation • Address recurring outages or process failures for root cause and implement resolution measures Position Essential Functions: • Assists with effectively managing program execution and continually improves programs and processes to ensure the following: o Trouble free and efficient execution of all Production Enterprise Systems o Effective administration of workflow tools for task management and tracking o Prompt response to customer needs and customer feedback to improve service and meet commitments o High levels of quality assurance and best practices that focus on continuous improvement o Accurate assessment that we are performing the right jobs to meet our business needs o All system hardware, software and websites are operating at peak performance. • Monitors and remediates the changes made to productions system, physical and logical access, and operating procedures while operating within compliancy guidelines. • Monitors computer resource consumption and when required, rebalances jobs to ensure effective use of available computer resources to meet the needs of the business. Learns to identify when additional computer resources might be required. • Ensures proper job documentation to ensure the successful execution of jobs by all Operations Representatives by: o Ensuring that the impact to other systems is documented and understood o Ensuring that cross system dependencies are identified and documented. o Ensuring the Support/Escalation Database, OpNet is complete and accurate with current and proper contacts. o Ensuring Job is properly set up in Job Scheduler. o Ensuring Job is properly set up for NDM file transfers. o Ensuring the IS Production Services Operations Resource Portal and Reference Toolsets are properly maintained and in good working order. • Defines all of the required changes to the job schedulers (SysAdmiral or Robot). • Works with application developers to implement scheduled changes and develop schedule scripts that are low in complexity. • Manages one to two tasks or outage situations based on urgency and priority. • Serves as the primary first point of escalation for any issues that are low in complexity which cannot be resolved by Operations Representatives. Education and Experience: • Bachelor of Science (BS) Information Systems. • 0-2 yrs experience in the field or in related area. “Must Have” Technical Skills: • Experience with Systems Variables • Tidal Enterprise Scheduler Job Automation • Windows Command Line experience • PowerShell Scripting • MS Excel (Pivot Tables, Creating Dashboards) Additional Skills Requirements: • System Center Operations Manager 2012 • Microsoft Operations Manager 2005 • VMware • Help Systems Robot • Microsoft Lync • Tidal Horizons SAP Monitoring Suite • SQL Server Management Studio • Active Directory Management Client • MS Windows Server Update Service • Crystal Reports 10, D2C Site Monitor • iSeries Access Client • IBM OS400 • NetBackup • Connect Direct • vSPhere Client and Server Console • Accuterm • WorkSoft Certify • Tivoli Storage Manager • Netbotz • Remote Desktop Protocol • Tripwire • Orion NCM Console • Microsoft Internet Explorer • Microsoft SharePoint • Microsoft Outlook • DSView • Serena Project Portfolio • SAP • Microsoft Access • Microsoft PowerPoint • Microsoft Visio • VisionApp
Posted on: Wed, 05 Mar 2014 21:47:20 +0000
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