Analyst, Systems Support Job Description
Analyst, Systems Support Duties & Responsibilities
To write an effective analyst, systems support job description, begin by listing detailed duties, responsibilities and expectations. We have included analyst, systems support job description templates that you can modify and use.
Sample responsibilities for this position include:
Analyst, Systems Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Analyst, Systems Support
List any licenses or certifications required by the position: OCP, DBA, ITIL, TOGAF, OCA, MCDA, MCSE, OCM, FAA, ISO
Education for Analyst, Systems Support
Typically a job would require a certain level of education.
Employers hiring for the analyst, systems support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Engineering, Communication, Technical, Business, Information Technology, Education, Technology, Economics, Guidance
Skills for Analyst, Systems Support
Desired skills for analyst, systems support include:
Desired experience for analyst, systems support includes:
Analyst, Systems Support Examples
Analyst, Systems Support Job Description
- Perform assessments (functional, business process, technical, configuration, performance)
- Contribute to after-hours support in a combination of shifts, on-call
- Execute or provide stand-by assistance for maintenance window interventions
- Enterprise Manager, Grid control and monitoring tools
- Strong UNIX-based skills (MS Windows Server operating system knowledge is a plus)
- Any other Systems knowledge or Background highly appreciated
- Appropriately assists holding company and bank personnel in problem solving Fiserv Premier and other third party software related issues
- Schedules preventative maintenance on servers
- Perform software installs and upgrades to applications as directed by the Director of Application Support and Processing
- Informs and provides regular updates on the activity results to the direct Manager
- Engineering or Science graduate (B.E., M.E., MCA) or equivalent with strong academic credentials
- Candidate should be self-motivated, flexible and energetic and willing to work in a dynamic environment
- Candidate should be willing to work in a support/consultant role
- Candidate should be willing to work after-hours through combination of shifts, on-call
- Candidate should be willing to travel for short-term projects, meetings, workshops (25% maximum)
- Candidate should have strong communication and inter-personal skills and should be a team player
Analyst, Systems Support Job Description
- Manages joint production, testing and deployment projects and co-ordinates implementations
- Performs performance tuning (working with SAs/DBAs/Infrastructure) to improve performance over multiple functions
- Provides on-call expertise of applications, database, specifically in business critical situations
- Develops detailed plans and accurate estimates for completion of Technical Analysis, Design, Development, Testing and Acceptance phases of projects
- Develops unit test plans and executes testing including leading the systems and acceptance testing by facilitating participation of appropriate staff in project completion
- Install, configure and administer enterprise applications and middleware
- Configure and manage WLS and its components
- Tune WLS server subsystems for performance
- Install and patch Fusion Middleware software as needed
- Use monitoring tools to observe, troubleshoot and tune application environment
- Strong analytical and troubleshooting skills with a proven track record in troubleshooting issues on telecom products and protocols
- Ability to manage escalated technical situations, customer management activities
- Good knowledge and working experience on the GSM, EPC/IMS network domain
- Good knowledge and working experience on various EPC/IMS network interface like Gx, Gy, Rx, S6, S13
- Good Knowledge and experience on the Diameter, SS7, Sigtran, SIP
- Sound knowledge of telecom network call flows
Analyst, Systems Support Job Description
- Ensure the service delivery efficiency by pushing standardized processes and tools
- Communicate new growth opportunities to management
- Overall customer support and satisfaction
- Internal Customer Subject Matter Expert
- Technical Service Subject Matter Expert
- Provides proactive, seamless customer support in partnership with other internal departments in response to client service requests
- Pulls open cases from Tier-1 shared queue, according to pre-defined guidelines, and becomes owner until resolution or until escalated to Tier-2
- Maintains close contact and open communication with customers (documenting all work and customer communication in Salesforce)
- Works closely with Tier-2 staff to deliver exceptional service
- Escalates complex issues to Tier-2 as necessary
- Excellent knowledge of SIP / IMS call flows (3WC, Voice Call, Media Server, Video Call, etc)
- Strong experience in tracing (Wireshark) and testing tools (MGTS, Spirent, Seagull, SIPP)
- Proven hands-on experience on Tekelec EAGLE STP and relevant products / applications , G-PORT, G-flex, MNP, EPAP, E5MS
- Hands-on experience and demonstrated knowledge on SS7 network architecture, concepts, protocols (SS7, TCAP, CAP, MAP, etc), interoperability and troubleshooting
- Strong knowledge on SIGTRAN stack (SCTP,M2PA,M3UA)
- Knowledge and experience on MNP (ATI,INP, AINPQ, IDPR, IAR) Networks and Routing
Analyst, Systems Support Job Description
- Monitor the open issues of the assigned customers and ensure their progress
- Communicate promptly and skillfully with the customer
- Use the available tools to engage and chase technical engineers, escalate or transfer cases, in order to handle customer issues appropriately
- Join conference calls with the customer, on demand, to discuss critical issues, establish action plans or tackle periodical progress of the account
- Prepare the deliverables required by each customer and send them on the agreed schedule and frequency
- Ensure customer satisfaction and retention through high quality services
- Work with the team and openly cooperate
- Internally, with technical account managers who own customer’s accounts
- Externally, with customer’s IT staff and management
- Providing high quality customer service – deskside support, consultation, and training – to university faculty and staff under the direction of the University Technology Office
- Implementation experience on RODOD and RSDOD
- Hands-on experience in Eclipse Design Studio
- Hands-on experience in cartridge development (SRT, service cartridges, network element specific)
- Hands-on experience in Java, SQL, JDBC
- Experience in integrating ASAP with upstream components (OSM, UIM, etc)
- Strong analytical and troubleshooting skills with a proven track record in troubleshooting complex issues
Analyst, Systems Support Job Description
- Correctly document all requirements and manage through to completion
- 20% Works with project teams to provide access requirements on multiple systems cross-platform
- 10% Documents access or support requirements, problems and resolutions and creates documents for knowledge transfer
- 5% Resolves work requests that may involve coordination with other functions
- 5% Can address complex issues that require specific subject matter expertise (e.g., relating to emerging technologies, mobile devices)
- 5% Provides input to development of process and work improvements
- 5% May manage multiple client services processes during an outage, including coordination with other areas of IT
- Monitor activity, performance, and capacity
- Support Customer to services mission critical
- Troubleshooting & reports incidents
- Strong analytical and troubleshooting skills with a proven track record in troubleshooting issues at OSM, Weblogic, Database levels
- Experience in troubleshooting and resolving performance issues on OSM, Weblogic, Database, OS will be an added advantage
- Demonstrated technical expertise in Siebel Tools, Siebel eScripting, Siebel Thin Clients, Workflows, EAI, Business Services, Siebel CTI and/or other Siebel specific technologies
- Hands-on experience on Siebel in Siebel integration with EAI
- Proven hands-on experience on Product Configurator
- Technical expertise in relational database concepts, application design and advanced data modeling (application design) and SQL