Analyst I, Systems Operations

Job Description

Job Purpose

The Systems Operations Analyst is part of a support organization that is responsible for the daily operations of multiple Applications in Mortgage industry. This is a critical support role within the Systems Operations division.

 

This is a 24x7 environment and the position requires shift rotation and/or weekend work.

 

Responsibilities

• Monitors the applications, systems, and hardware in the processing environment for abnormal processing conditions.
• Makes effective use of tools and resources, such as Big Panda, Spectrum, Service Now, etc. to solve open systems production or system problems.
• Utilizes manuals, write-ups, and other tools as an aid in solving the problem. Contacts others who are experienced in the area for ideas about the problem.
• Contributes to the body of knowledge by adding solutions and other information that would be useful to others.
• Follows escalation procedures, when appropriate, to resolve alerts and incidents in a timely manner and meet service levels and other standards for the job.
• May identify new tools, technology, or processes that improve the overall processing environment or processing efficiency.
• Participates in the operations support disaster recovery/business continuity plans for the assigned processing environments.
• Coordinates and conducts disaster recovery testing as required, documents test results, and documents modifications required for future testing.
• Completes project assignments and special projects commensurate with job expectations.
• Performs other related duties as assigned.

 

Knowledge and Experience

• A Bachelor’s Degree in Computer Science, Information Systems or other related discipline is preferred
• Knowledge of company monitoring tools is preferred
  • Big Panda
  • Spectrum
  • ServiceNow
  • Ansible Tower
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients (e.g., executive, management. individual contributors)
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Excellent problem-solving, team, and time management skills
• Is resourceful and proactive in gathering information and sharing ideas
• Strong communication skills
• High level of general IT skills with email and MS Office Applications
• Able to think logically and critically
• Analytical problem-solving skills with an ability to identify root cause(s)
• Able to work as a team player across the organization
• Able to build and maintain effective relationships with individuals and the team as a whole
• Ability to be organized and decisive while under pressure
• Excellent time management skills
• Able to manage priorities and multi-task
• Self-confident and assertive