IT Support Analyst IV (US)

IT Operations Analyst IV

The IT Operations Analyst IV provides a broad range of operational service/support which may include environment management, maintenance, monitoring, performance and incident management and/or production support activities to enable technology for own area of specialization.

Depth & Scope:

• Performs work on all aspects of the application/system support
• Provides effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; performs controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
• Acts as a reference for team members or clients
• Applications/systems are moderate to highly complex and performed under minimal management supervision
• Ensures timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicates project status and provides timely escalation of issues to ensure project objectives are met
• Actively involved in resolving client applications issues
• Supports the installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders.
• Develops, installs and monitors scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
• Performs problem determination including data gathering and analysis
• Ensures post incident/secondary documentation is accurate and complete

Education & Experience:

• Associates degree (with Technical Certification) or work experience equivalent to Bachelor's degree
• 3+years' experience
• A+, Microsoft, Cisco, TQM, ITIL Certification preferred

Preferred Qualifications:

• 3+ years of relevant experience. Continuously enhancing knowledge/expertise in business services, applications, infrastructure, analytical tools and techniques that can contribute to effective-solution development/delivery.
• Keep current with industry and/or business trends
• Comfort level working with vendors.
• Readiness to support installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders, if required.
• Ability to work on low to moderately complex tasks under management guidance and supervision.
• 3+ years of experience managing production incidents to ensure they are resolved in a timely manner.
• 3+ years of experience in Cloud technologies, UNIX, Linux, and Windows experience
• 3+ years of experience with ServiceNow
• 3+ years of experience utilizing tools such as Splunk, DataDog and DynaTrace to investigate issues

Physical Requirements:

• Domestic Travel – Occasional
• International Travel – Never
• Performing sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds – Occasional
• Sitting – Continuous
• Standing – Occasional
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying (under 25 lbs.) – Occasional
• Lifting/Carrying (over 25 lbs.) – Never
• Squatting – Occasional
• Bending – Occasional
• Kneeling – Never
• Crawling – Never
• Climbing – Never
• Reaching overhead – Never
• Reaching forward – Occasional
• Pushing – Never
• Pulling – Never
• Twisting – Never
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing and comprehending instructions – Continuous
• Adding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.