Sr. IT Support Analyst

Sr. IT Support Analyst

Requirements

• Undergraduate degree or Technical Certificate
• 5-7 years relevant experience

Responsibilities

• Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
• Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
• Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
• Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
• Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
• Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
• Interact with clients to provide quality service/solutions consistent with objectives and client requirements
• Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations
• Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
• Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
• Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business
• May develop a working relationship with 3rd party vendors as required to fulfill support requirements
• Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria
• Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers
• Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
• Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages
• Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system
• Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
• May monitor the performance of the environment by using meaningful metrics
• Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
• Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
• Ensure effective change management discipline is use
• Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
• Make effective use of the cost management processes in place in own unit
• Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
• Keep current with industry and/or business trends
• May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
• As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines

Preferred Qualifications

No preferred qualifications provided.