Sr Systems Analyst
6 days ago
Sr Systems Analyst , IT Operations
Reports to: Manager, IT Services
Department: Information Technology
POSITION SUMMARY:
The role of the Senior Systems Analyst, IT Operations is a technical support position within the IT department. This person is an escalation support provider, responsible for supporting end-users within the organization regarding; PC/laptop, mobile device, printer, and general system problems as well as supporting our proprietary application.
The Senior System Analyst, IT Operations will be responsible for interacting with users at all levels within the organization and any escalations from the Systems Analysts. The candidate will also, in some cases, be responsible for leading and liaising with technology vendors as part of the issue resolution process. The candidate will work directly with and take guidance from and report directly to the Manager, Service Management.
The candidate is required to perform in a team-oriented context and provide feedback and contribute significantly to the goals of Enterprise IT, providing excellence in customer service and proactive technical support to all business units. Strong communication skills combined with the ability to perform in a fast-paced environment that dictates tight timelines is a must.
MAJOR ELEMENTS OF THE ROLE:
Support
- Technical expert that supports a wide range of technology across our enterprise environment focused on client-side technical inquiries covering:
- Business specific client software (MARS, Microsoft services and Azure platform, Security platforms)
- Application specific tasks (User authentication methods, Reporting, Integration to Infrastructure, Application Security, Backup and retention, Automation processing, MDM management)
- Off the shelf OS, technology, and software (O365 Portal, PowerBI, PowerApps, Power Automate, Windows 10, Active Directory, MS Office, Mobile Device Management Applications)
- Security solutions (Anti-virus monitoring/administration/deployment,
anti-phishing/monitoring tools, Microsoft Security platform, ServiceNow CMDB/IT operations, ServiceNow vulnerability response module, tenable vulnerability scanning and integrations, firewall & SSL-VPN skills/knowledge
- Integrations between the various platforms either internal or external applicationsProvide contribution to the research, evaluation, selection, testing and implementation of new hardware and software technology
- Assist technical support when escalated from Systems Analyst for client-side technology, business tools, Applications, and solutions
- Evaluation, documentation and logging & resolution or escalation of issues.
- Act as an escalation point for IT Operations and Security support teams.
- Support for end user one-on-one training as required from Systems Analyst
SKILLS AND EXPERIENCE REQUIRED:
Education and Experience
- University degree in Computer Science, a technology-related discipline, or College Level Education (technology courses)
- Microsoft Certifications (MCP, MCSE, ITIL Foundations) are a major plus and as well as major security recognized certificates (ISC2, ISACA)
- 5-7 years of relevant experience in deploying and supporting Microsoft technologies, and information security concepts and practices.
- Strong knowledge of Windows and Microsoft Office products
- Experience managing business critical incidents
- Analytical and problem-solving skills to resolve technical issues and recommend solutions
- Excellent interpersonal and communication (oral and written) skills to deal with users of varying levels of technology expertise
- Organizational skills to prioritize work and track the status of multiple concurrent activities
- Demonstrated experience in working effectively with clients, management, external application, and data providers
- Self-motivated and able to self-govern to achieve team and individual goals
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