Support Analyst -Sa24-01342

Position:Support Analyst I
Location: IL
Duration: 6 Months 

Mandatory: Only US citizens Required with W2

Job Description:

• Under general supervision, performs procedures necessary to ensure stability of firm wide infrastructure. Ensures adherence to necessary procedures. Provides assistance in resolving technology support issues on very complex systems. Conducts reviews and escalates issues when expertise has been exhausted. Manages major and minor incident tickets and fulfills service requests. Requires technical knowledge and training. Performs work that requires research and analysis. Provides support to other technologies to solve problems with technology. Studies and analyzes system needs, trains users, troubleshoots and provides QA review. Understanding and demonstrated ability to execute a defined major incident processes. Demonstrated ability to translate technical incident details into customer focused communications.
• The IT Application Platform Tech Support Analyst role will provide technical and operational support to the HRO Technology business. This includes acting as a senior liaison between application development, client delivery teams, management and a distributed corporate technology support structure. The resource will be responsible for improving the availability, management, reliability, security, performance, and capacity of application platform technology services and systems primarily hosted/supported on the MS Windows Server OS.
• The position includes participating in the architectural review, systems performance profiling, application installation, infrastructure configuration, and environment support of/for various technologies with primary/priority focus on web-based .NET and Java on Windows based applications across multiple lifecycles and hosting platforms. This role will help to monitor and adhere to metrics by which the overall health of the application can be measured, tracked and shared with teams and departments within the company.
• Manage Cloud based (AWS & Azure) infrastructure (Terraform, Ansible, Console) and operational support of/for multiple technologies across multiple environment lifecycles.
• Identify, understand and analyze the strategy, positioning, vision, roadmap, and prospects of relevant vendors and their products.
• Formulate, analyze, and recommend mission-critical IT management strategies and tactics.
• Identify, articulate, justify, and recommend short-term and long-term trends in IT systems management technologies.
• Provide in-depth evaluation of products and technologies for the management of systems.
• Maintain personal expertise in a broad range of strategic initiatives and issues in systems and enterprise management.
• Manage multiple simultaneous projects effectively to meet tight deadlines with minimal supervision.
• Work closely with infrastructure and production support groups to develop, plan, and implement system enhancements and upgrades.
• Consistently demonstrate solid problem-solving techniques across multiple areas of technology and operational models. Resolves issues with wide impacts. Coaches others to build problem-solving skills.
• Gather and analyze business requirements make provide scalable, reusable, cost effective technology solutions to meet the business need. Candidate must be able to provide/suggest multiple options (minimally concepts) within and or outside ones area of expertise.
• Facilitate technology service restoration calls assessing impact, business notifications and root cause. Resource will be held responsible to document issue summary, provide root cause analysis and implement remediation actions.
• Produce solid technical documentation. Seek and incorporate feedback from multiple sources when and where appropriate. Coach others in the creation of technical documentation.
• Mentor others in designing resilient and scalable architecture with environment build documentation.
• Interprets and executes the project management methodology. Coach others to understand and execute the project management methodology.
• Lead client environment and systems requirement meetings to elicit and understand the client's needs/requirements and identify issues to complete the scoping.
• When aligned, serve as project leader or project member for implementation of major infrastructure changes, installations or upgrades.
• Evaluate and synthesize predictions for growth. For example, evaluate new hardware and software to determine its effectiveness, viability and cost vs. benefit value.
• Possess excellent verbal and written communication skills. Must be able to manage various forms of interaction with other technology teams, client teams and sometimes clients. Must be able to handle stressful and complex scenarios with careful, decisive and effective actions.
• Work to understand true root cause of issues and implement permanent solutions to avoid reoccurrence.
• Look for ways to continually improve on existing processes through innovative solutions and automation.
• Evaluate the common issues faced by operations team and client teams and suggest solutions for continual improvement
• Participate in the on-call roles (primary & secondary) supporting technology services owned by the team.
• Work closely with business and IT resources (internal and external) to effectively plan, deploy, document, and maintain the environments' additions and changes.
• Maintain relationships with internal distributed IT and outside Level 3 escalation points.
• Initiate and participate in timely communications to all stakeholders as necessary during release, incident and problem processes.

Education qualification:

• Bachelor's degree in MIS/Computer Science required, or equivalent combination of education and experience.
• 7 years of experience in the IT Operation/DevOps field
• 5+ years' experience with MS Windows Server OS and its administration.
• Experience in/with the same on Linux/UNIX a significant plus.
• 3+ years working with MS SQL Server 2005+ RDBMS.
• 3+ years working with SQL commands (T-SQL (preferred), IBM SQL and or PL/SQL) and familiarity DB administration (tables, views, indexes, users & roles).
• 3+ years of experience with IIS web server
• 3+ years of experience with MS .NET (Core & Framework)
• 3+ years of experience in technical and SOP procedural writing and documentation techniques, using tools such as MS-Office, Visio genre tooling (e.g. Draw.io), screen capture and image manipulation tooling and techniques .
• A resource that is also more technical as it relates to scripted automation, AWS Cloud (hopefully also exposed to Microsoft's Azure Cloud), Terraform, Ansible, etc.) maturity.
• Relevant technology certifications in MS Windows Server OS, Linux/UNIX OS, Cloud platforms (AWS and or Azure) or related infrastructure technologies would be a plus