Job Summary
In addition to the responsibilities listed below, this position participates in the incident and problem management process by resolving issues through troubleshooting and root cause analysis.
Essential Responsibilities
- Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
- Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.
- Escalates identified issues, risks or problems to lead administrators according to processes.
- Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions.
- Provides first level support for own system by troubleshooting and resolving incidents to minimize system issues.
- Monitors stability, availability, and performance of enterprise systems (e.g., systems, applications, network, databases, storage, security) by analyzing systems to identify issues and problems.
- Supports technical and project team members to help resolve application-specific issues.
- Assists in communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
- Adheres to change management processes.
- Supports application-oriented administration and technical support for production and non-production environments.
- Assists with data extraction from various databases for report generation.
- Assists in the implementation of hardware and software changes into environments.
- Supports the maintenance, modification, and documentation of applications.
- Assists in the installation, upgrade, or decommissioning of designated systems, products, and infrastructure.
- Performs maintenance and refresh activities.
Experience
Basic Qualifications:
- Minimum two (2) years of experience working in IT or operations.
Education
- Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR four (4) years of directly related experience.
License, Certification, Registration
Additional Requirements
Preferred Qualifications
- One (1) year experience in application support.
- One (1) year experience in the administration and custom configuration of large off-the-shelf applications or software packages.
- Two (2) years system administration experience.
- One (1) year experience working in a large matrixed organization.
- Two (2) years experience writing documentation or standard operating procedures related to system administration.
- One (1) year experience in mainframe administration. One (1) year experience using an automated scheduler (e.g., Zeke, CA).
