Senior Support Analyst - Remote Eligible

Senior Support Analyst

The Senior Support Analyst will assist in monitoring, analyzing and resolving data platforms, configuration, and infrastructure related issues. This person serves as a liaison between technical and operation teams. This position provides analysis and problem solving, technical assistance and support coordination to business stakeholders. The person will make decisions based on independent judgement to resolve a range of complete technical problems. The Senior Support Analyst needs strong analytical skills and the ability to think outside the box when the root cause of an issue is not obvious or clearly defined, and a solutions-focused approach to resolve issues with improved processes.

Responsibilities

• Works and communicates directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after outage documentation.
• Act as a liaison between data operations, development, infrastructure and management. Coordinate and trouble shoot to resolve applications or product related issues.
• Manage and coordinate meetings with required technical and data operations team members and prioritize and route the issues reported as per the impact on business.
• Document and improve Production Support processes and add to knowledge base of system problems and resolutions for future reference, including peer knowledge sharing and training.
• Help data operations team members to create incident and change request tickets.
• Interface with the engineering, infrastructure, database administrator, implementation, and configuration management teams to follow up on any outstanding tickets for resolving the issues.
• Follow up for root cause analysis and confirm on permanent resolution status for an issue.
• Generate and provide daily status updated report to required business stakeholders and leadership team.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Qualifications

• Bachelor's degree in computer science, information technology, or related technical field or equivalent training, certification.
• 2-4 years of experience developing/supporting enterprise-level applications software in multi-node Windows or Linux Server environments.
• Deep knowledge of application architectures, workflows and monitoring tools.
• Strong experience working with SQL, Oracle, PL/SQL, MS Access and DB Management tools, proficiency with PowerShell, Bash or VB scripting, plus Java EE and/or.NET frameworks.
• Project management experience required.
• Ability to work in a cross-functional global team environment, utilizing on-line collaboration tools.
• Ability to troubleshoot application issues and escalate to supporting engineering teams.
• Knowledge of commonly used information technology concepts, practices and procedures.
• Solid written and verbal communication skills, previous Help Desk experience a plus.
• Ability to work independently and in a team environment.
• Ability to handle multiple tasks, prioritize and meet deadlines.

Mental Requirements:

• Communicating with others to exchange information.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.

Physical Requirements and Working Conditions:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access/connectivity and office setup and maintenance.
• No adverse environmental conditions expected.