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Sr. Customer Support Specialist (Business Analyst)

Company: Hamdan Resources
Location: Austin
Posted on: February 22, 2021

Job Description:

Candidate must be a Green Card Holder or U.S. Citizen and have the ability to obtain a Public TrustAustin, TXResponsibilitiesOur Client is looking for a Business Analyst that has experience in the effective use of data provided by cost estimators to create overall cost versus benefit assessment while considering functional benefits, technical performance, risks, and schedule concerns.With the expansion of monitored applications, the Enterprise Performance Monitoring and Reliability - EPMR (formerly the ECO/ECC) will need additional analysts to rapidly identify trends to prevent incidents or more quickly resolve major incidents through improved Root Cause Analysis capabilities. A Business Analyst has experience in the effective use of data provided by cost estimators to create overall cost versus benefit assessment while considering functional benefits, technical performance, risks, and schedule concerns. Responsible for the execution of team monitoring. Ability to manage Team Scheduling. Forward leaning with managing team and providing leadership and supervision.Required Security Clearance: US Citizen or Green Card Holder with the ability to obtain a Public Trust.Responsibilities: * Understand and utilize de-escalation techniques when working with difficult customers.* Work independently and receive minimal guidance on work assignments.* Comfortable moving from one project or issue to another rapidly and without notice. * Monitor high value Business-centric transactions and manages response actions.* Identify the functional domain in which problems reside (Server Utilization, network Saturation, Application Tuning).* Coordinate with stakeholders of ticket status or request system changes.* Detect change of state conditions that have significance for management of Configuration Items (CIs) and IT services.* Ensure all events are communicated IAW SOP and/or takes further corrective action with the application owner.* Participate in all Major Incident Management and Root Cause Analysis calls and provides expert troubleshooting support as needed.* Escalate as per criticality matrix definitions.* Notify the internal/external stakeholders per procedure.* Provide APM input to daily shift reports and metrics.* Manage shift operations and engagement across all lines of effort for the assigned shift.* Responsible for the execution of team monitoring, proactive engagement, problem identification, analysis, reporting, coordination, tracking, and resolution facilitation before an incident.* Reviews and updates business-specific dashboard views, providing a tailored display of scheduled events, incident tracking, and metrics.* Ensure forthright communication and coordination of high-priority events and incidents with business and OIT leadership; acts as central point of contact for business engagements.* Ensures team cohesion, cross-functional coordination, and collaboration across shift structure (turnover) and enterprise partners.* Ensures responsiveness to staff and customer initiatives and requirements.* Manages shift team schedules, professional development, functional execution, reporting, documentation, and facilitates the development of operating procedures ICW EM staff.* Supports SLA monitoring and engagement activities.* Participates in Project Management activities/meetings as related to business-centric releases and developments.* Responsible for the maintenance and development of performance data collection and reporting (dashboards).* Provides liaison to OIT enterprise leadership, business customers and end users.* Provides direct management, leadership, and supervision of assigned shift staff.* Compiles disseminates daily shift turnover/pass-down reports.Qualifications Requirements:* Large infrastructure environment experience. * Knowledge and understanding of troubleshooting, incidents and problems, work to resolve issues timely and determine fault or underlying issue. Work with both customer and vendor personnel.* Be able to escalate or transfer tickets appropriately to VA staff that can resolve the issue further.* Maintain accurate documentation for assigned workspace and procedures, updating procedures including, but not limited to software, hardware layers.* Extensive server hardware troubleshooting knowledge and experience. * Monitor and report on application behavior analytics, conducts smart triage by identifying, diagnosing, and coordinating resolution of performance problems before they impact end users, and participates in rapid root cause diagnosis of problems occurring within the application and infrastructure.* Required operational experience with Service Now, Introscope, Splunk, AppDynamics, and Dynatrace application monitoring tool sets.* Can understand problems in business context to identify critical transactions that may be at risk, prioritize problem resolution efforts, dispatch the right resources, and fix problems affecting key functionality or end users.* Ability to work with customers of various technical abilities. * Leadership experience as operational shift lead.Preferred Requirements: * Data Center experience * Experience with Solar Winds, XpoLog, CA Tools (UIM, Spectrum), and Aternity.Required Education and Experience:* A Bachelor's Degree in Operations Research, Mathematics, Computer Science, Cost Accounting or related scientific or technical discipline with 5 years of experience. 13 total years of relevant experience may be substituted for education. Employment Type: Full Time / PermanentWorking Conditions:Business work hours are 6:00am - 2:30pm (Mon-Fri), 6:00am - 2:30pm (Sun-Thu), 6am-2:30pm (Tue-Sat) this position is onsite at the AITC.Physical Requirements:* Sitting for extended periods of timeBackground Screening/Check/Investigation:Successful Completion of a Background Screening/Check/Investigation will/may be required as a condition of hire.Powered by JazzHR5Embp7r3SE

Keywords: Hamdan Resources, Austin , Sr. Customer Support Specialist (Business Analyst), Professions , Austin, Texas

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