9 days old
2018-01-112018-02-08

Systems Operations Analyst

Wayne, PA 19087
  • Job Code
    592272

Job Profile Summary: To provide intermediate level, Tier 2 IT operations services in support of the following ITIL process areas: Incident/Crisis Management, Problem Management, Change Management and Knowledge Management across technologies & applications End User Operations [EUO] supports.


Job Description:


Duties and Responsibilities:



  1. Provides incident response services such as incident, problem & crisis management that include monitoring, diagnosing, and resolving hardware and/or software issues elevated from the Support Center and other Technical Services groups.


    1. Maintains and troubleshoots hardware and/or software systems (e.g., end point devices & enterprise applications) across one or more platforms.
    2. Adds, updates, and closes records in the IT Incident, Problem Management and Change Management systems. Reviews related records to identify requests that may have an impact on systems.
    3. Answers the Tier 2 hotline and resolves issues.
    4. Participates in change management, DSR (daily incident/crisis review forum) and other related meetings in support of operational support work.

  2. Provides platform services that include the following:


    1. Platform Monitoring - Monitoring and resolving automated system alerts and alarms that indicate system functions were not completed within established service levels. Communicates issue status to Technical Services groups.
    2. Environment Maintenance - Configures, and tunes systems. Installs software, patches, upgrades, applications, and/or hardware.
    3. Technology/Recovery Support - provide application readiness support in disaster recovery and/or isolation testing of data centers.
    4. Security Patching for Endpoint Devices - apply cumulative security patches across endpoint devices such as Windows clients and Enterprise apps such as Microsoft Office, IE, etc...

  3. Provides client support services to assist end users with provisioning requests such as file shares creation, VDI pool management (to name a few).
  4. Identifies performance issues and trends. Identifies opportunities to improve system and application performance, including automating manual system tasks.
  5. Supports building of knowledge management in enterprise application Service Now by identifying, creating & categorizing knowledge articles that summarize resolution of clients' issues. Trains and mentors staff and IT project teams.
  6. Creates and/or updates technical documentation, including policies and procedures. Creates and/or updates architecture diagrams, including IT problem notification flows.
  7. Creates standard and ad hoc reports of significant system trends, including problem occurrences and responses.
  8. Tests and evaluates IT vendor products. Reviews IT vendor literature to identify product deficiencies, workarounds, and scheduled patches and updates.
  9. Complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Complies with Information Security policies and procedures.
  10. Participates in special projects and performs other related duties as assigned.


Qualifications



  • Undergraduate degree in a related field or the equivalent combination of training and experience.
  • Two years' LAN Administrator, or Tier 1 or 2 experience in technical specialty.
  • Intermediate knowledge of the following Tier 2 practices and concepts: full product life cycle, networks, technical standards and deliverables, troubleshooting techniques, log files, network protocols (e.g., TCP IP, DLC, and ASYNC).
  • Intermediate knowledge of one or more IT platforms: AS/400, Client/server, IBM mainframe, Microsoft Windows NT, OS/390, UNIX.
  • Intermediate knowledge of current versions of the following products & supporting infrastructure: IBM Domino Lotus Notes, IBM Sametime (emeetings & chat), Outlook 2013, Exchange 2013 and Binary Tree.
  • Strong written and oral communication skills.
  • Strong logical, analytical and problem solving skills.
  • Demonstrates evolving knowledge and credibility specific to IT Tier 2 operational support functional area.
  • Aptitude to learn new applications and o cross train team members.
  • Builds strong working relationships and is a team player.
  • Consistently executes and delivers strong results.
  • Knowledge of Software Asset Management and Capacity Management operations functions will be a plus but not required.

Categories

  • Information Technology

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Systems Operations Analyst

Randstad Technologies
Wayne, PA 19087

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Randstad Technologies
Wayne, PA
US

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