Analysis & Resolution-Sr. Systems Analyst

SummaryResponsible 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.Description-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
Qualifications-Excellent analytical skills
-Excellent understanding of networking including internet, LAN and DNS
-Excellent trouble shooting skills
-Technical ? knowledge of:
o Microsoft OS
o UNIX OS
o Netware OS
o Data communications
o Network Security
o Microsoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP, etc.)
o Weblogic
o Java
-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