In addition to the responsibilities listed below, this position participates in the incident and problem management process by resolving complex issues (e.g., root cause analysis, coordinate prevention plan execution) and addressing escalations as appropriate. 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 ... more details
Description:
Job Summary:
In addition to the responsibilities listed below, this position participates in the incident and problem management process by resolving complex issues (e.g., root cause analysis, coordinate prevention plan execution) and addressing escalations as appropriate.
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.
Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions.
Provides first and second level support for enterprise systems and systems in one or more additional IT domains by diagnosing, troubleshooting, and resolving complex incidents to minimize system issues.
Supports stability, availability, and performance of enterprise systems (e.g., systems, applications, network, databases, storage, security) by monitoring systems to identify problems, trends, and opportunities for improvement.
Assists technical and project team members to resolve system problems and application-specific issues.
Escalates identified issues, risks or problems to lead administrators according to processes.
Plans and performs complex system configuration.
Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
Defines and tests maintenance and refresh activities.
Participates in the installation, upgrade, or decommissioning of designated systems, products, and infrastructure.
Assists with application-oriented administration and technical support for production and non-production environments.
Supports vendor support activities, as appropriate.
Recommends and executes performance tuning and optimization activities.
Creates documentation of new and existing system configuration and procedural information, and reviews documentation of others.
Minimum Qualifications:
Minimum two (2) years experience in application support.
Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum three (3) years working in IT or operations. Additional equivalent work experience may be substituted for the degree requirement.
Additional Requirements:
Preferred Qualifications:
Two (2) years experience in the administration and custom configuration of large off-the-shelf applications or software packages.
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