Research complex problems and takes appropriate action to correct.
Analyzes existing systems or procedures and identifies technical or procedural improvements.
Develops operational procedures for products, services, and systems.
Develops, generates, special or ad hoc reports.
Provides technical support to business unit, customers, management, and other users.
Promotes code from Dev to test and Test to Production following Change Management Standards.
Backup & Support: Act as primary backup for the BA 3 Support.
Zena Environment Management: Review daily incident tickets for potential QA environmental impact. Conduct weekly or as-needed clean-up activities within the DEV and QA Zena environments.
On-Call Rotation is set up for Weekly Coverage Interval.
Perform daily platform related administrative tasks as needed
Identify root cause analysis of platform related basic issues and how to resolve those issues, document the findings
Provides level 1 server production support including problem identification, ticket documentation and closure
Provides user/customer support for level 1 issues and escalate issues to senior SME’s when needed
Be engaged in end user support via incident and service requests, as well as project work
Reviews of daily tickets and emails, providing timely and accurate resolutions.
Performs other duties as assigned.
Required Qualifications
Basic knowledge of scripting and familiarity with Windows/UNIX environment.
Basic knowledge of databases and familiarity with basic SQL commands.
Familiarity with operating systems and platform engineering concepts.
Knowledge of cloud computing platforms (e.g., AWS, Azure, Google Cloud).
Experience with system testing and documentation.
Experience supporting file transmission processes like sFTPs, FTPs.
Preferred Qualifications
Production Control Experience.
In-depth understanding of Enterprise Scheduling Systems.
Experience with troubleshooting, scripting, and basic automation.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Experience with documentation and reporting.
Ability to work independently and as part of a team.
In-depth knowledge of scheduling concepts, job dependencies, and workload automation principles.
Experience with scripting languages (e.g., Python, PowerShell) and automation frameworks.
Basic Qualifications
Bachelor's Degree
3+ years of related experience or an additional 2+ years of IT experience that includes IT Analytics, IT Troubleshooting, or IT Customer Service may be considered in lieu of bachelor’s degree
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