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System Analyst Role

Salary undisclosed

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DUTIES & RESPONSIBILITIES:

• Monitor and resolve production problems

• Day shift – availability on weekends holidays on a need to basis.

• Complete production tickets when a current ticket does not exist

• Troubleshoot problems to determine severity and priority

• Resolve problem or escalate to the resolution person/group

• Handoff information to resolution party

• Maintain communications with resolution party until problem is resolved or a workaround is put in place

• Track (document) problem through resolution

• If problem was resolved outside this group and based on the resolution, document steps that the Global Analysis & Resolution group can take to resolve this problem in the future

• Identify and document fixes that require program changes and/or procedure changes

• Work with other groups/departments to assist in creating permanent resolution/fixes

• Continuously strive to improve customer support, identifying opportunities and recommend solutions for improving service efficiency and effectiveness

• Monitor production systems using HP OpenView and other applications and respond accordingly

• Create and/or maintain operations process/procedure and problem resolution documentation as required

• Assist other Operations Engineers, as needed

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Excellent analytical skills

• Excellent technical troubleshooting skills as it relates to:

  • Microsoft OS (Windows 2003, 2008)
  • Network Technologies (routing, switching, load balancing)
  • Security (Firewall, VPN)
  • Microsoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP, etc.)
  • Java
  • HP OpenView experience a plus

• Excellent customer service skills

• Excellent verbal and written skills in Japanese and English

• Ability to influence/facilitate and negotiate with other groups, departments, individuals

• Ability to make timely decisions

• Detail oriented

• Process oriented

• College degree preferred