Infrastructure Service Support Analyst Job Description

Infrastructure Service Support Analyst Job Description

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Infrastructure service support analyst provides business analysis, client/server systems design, project management, and development for technology applications for the local refinery.

Infrastructure Service Support Analyst Duties & Responsibilities

To write an effective infrastructure service support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included infrastructure service support analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Authoritatively and confidently guide P1 incidents to resolution
Develop a Production Management (L1-Hub / L2-Spoke) engagement solution that use business rule driven intelligent routing, modern collaboration capabilities and provides immediate access to knowledge objects
Be responsible for managing the Quality Assurance governance model effort for multiple projects or releases across Mainframe, Large Midrange and Manage File Transfer Services
Participate actively in project planning phases to contribute towards design of the Quality Assurance model, defining Key Performance Indicators, reporting and estimating resourcing required
Identify areas of testing for improved process efficiencies, test automation scopes and facilitate implementation of automated test scripts
Develop, design and implement testing processes and approaches according to JPMC standards
Collaborate with business and technology leads to determine the acceptable range for test results and performance and assist to ensure overall integrity for the testing strategy
Design, develop or modify processes for defect management and issue resolution
Reconcile and document test results clearly and concisely
Identify and implement continuous service improvement opportunities

Infrastructure Service Support Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Infrastructure Service Support Analyst

List any licenses or certifications required by the position: ITIL

Education for Infrastructure Service Support Analyst

Typically a job would require a certain level of education.

Employers hiring for the infrastructure service support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Technical, Information Technology, Graduate, Computer Science, Engineering, Mathematics, Electrical Engineering, Computer Engineering, Education

Skills for Infrastructure Service Support Analyst

Desired skills for infrastructure service support analyst include:

Client server technology
Database technology
Relevant applications and development life cycles
Networking
Project management basics
Chase bank system functionality / connectivity
Excel
LOB application experience
Microsoft products
Networking basics

Desired experience for infrastructure service support analyst includes:

Facilitate communication and follow ups, chair meetings and publish key reports for management review
Provide support for Disaster Recovery, High Availability and Sustained Resiliency testing
Provide support for Change, Incident and Problem Management processes
Provide support for Integration and Performance testing and Risk and Control Self-Assessment (RCSA) substantiation
Ability to work independently - self-starter and motivated
Confident and capable of challenging functional managers around service and drive resolution of issues

Infrastructure Service Support Analyst Examples

1

Infrastructure Service Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of infrastructure service support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for infrastructure service support analyst
  • Supporting the monthly demand planning cycle
  • Assisting with the allocation of supply to customers
  • Represent CCB PAC and CCB interests in firm wide and CCB forums and will act as a primary point of contact for PAC process and tool efforts
  • Provide documentation of processes involved with support duties and contribute to the knowledge database
  • Work with senior team members and management to evaluate and assign work to engineering staff
  • Track and monitor workload progress, ensuring timely delivery and helping to eliminate blockers
  • Ensure various systems of record remain evergreen with accurate and timely updates
  • Face off to other Demand and Program Management offices to provide updates and execute on process deliverables
  • Work with senior team members to provide ad-hoc analysis of various data types
  • Collect, compile, organize and manage complex sets of data
Qualifications for infrastructure service support analyst
  • Knowledge of JPMC IT support models, processes and practices
  • Computer Science degree or equivalent industry experience
  • Any of the following Quality Management methodologies CMMI, Six Sigma, TQM (desirable)
  • Ability to write necessary queries using SQL or other language in an effort to rationalize / normalize data from disparate systems
  • Storage and capacity of all types (NAS, SAN, local)
  • Expert troubleshooting skills across technology stacks (server, OS, DB, network, security
2

Infrastructure Service Support Analyst Job Description

Job Description Example
Our company is looking to fill the role of infrastructure service support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for infrastructure service support analyst
  • Executes within a client centric environment for teams and contributors
  • Works well with team members, develops meaningful relationships to achieve common goals, and communicates effectively to gain shared understanding of strategic requirements
  • Works to increase speed of delivery without compromising quality
  • Working knowledge of the business(es) supported is a plus
  • Analytic programming & reporting skills
  • Knowledge of Agile procedures a plus
Qualifications for infrastructure service support analyst
  • Develop a stringent review process of all contracts that are currently in place supporting BIS services
  • With the use of more detailed monthly reporting from the vendors ensure contractual SLAs are continually being met
  • Familiarity with Storage terminology a plus
  • Minimum 3+ years operating in Linux based environment
  • Background in systems project life cycle, with emphasis on systems analysis and software support
  • Sybase/Oracle, ability to debug Stored procedures, Triggers, Ability to write complex SQL to aid in business queries
3

Infrastructure Service Support Analyst Job Description

Job Description Example
Our company is looking for an infrastructure service support analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for infrastructure service support analyst
  • Able to work on individual tasks collaborate in a team
  • Ability to manage and split time across multiple projects and priorities
  • Good technical aptitude, willingness and ability embrace new tools and systems quickly
  • Able to build and maintain exceptional customer relationships
  • Identify Configuration Items (CIs) across IT and map to the ServiceNow application model
  • Control CI information, ensure upstream/downstream relationships are built connecting CIs to Application/Technical Services and validate the relationships
Qualifications for infrastructure service support analyst
  • Expert in Linux with experience with Shell scripting
  • At least 2 years working within a technology or technology management team
  • Experience in process management and tracking
  • Management of Agile processes (Scrum, Kanban) and tolls (Jira) a plus
  • Experience developing metrics and dashboards a plus
  • Experience with data gathering and analysis tools such as SQL, R, Python, Octave, Matlab or similar a plus
4

Infrastructure Service Support Analyst Job Description

Job Description Example
Our growing company is looking for an infrastructure service support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for infrastructure service support analyst
  • Provide reporting and metrics on CI information upon request
  • Baseline CMDB and track changes against the baseline
  • Ensure the linkage between CMDB and ITIL Processes, such as Incident, Problem, Change, Service Catalog and Financial Management are maintained and offer optimum value
  • Keep test plans related to CMDB and Auto discovery updated
  • Participate in ServiceNow Release schedule
  • Work with the Asset Management team to ensure Asset & CMDB are in synchronization
Qualifications for infrastructure service support analyst
  • Perform verification and regular audits of CMDB information
  • Provide management information about Configuration Management, quality and operations, risks and for trending
  • Maintain quality of CI information entered into ServiceNow CMDB
  • Maintain currency on policy and process documents
  • Provide training on CMDB processes, reporting and associated tasks
  • Receive and obtain notification of significant changes in the state and conditions of CIs
5

Infrastructure Service Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is hiring for an infrastructure service support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for infrastructure service support analyst
  • Should have working experience in ITSM and ITOM modules in ServiceNow
  • Technical experience in ServiceNow CMDB Configuration Management and auto discovery
  • Able to develop auto discover probes and business rules to meet requirements
  • Demonstrated experience collaborating with application delivery, application development, project managers and business colleagues, delivering effective IT / business solutions
  • Experience working in remote / virtual team and environment
Qualifications for infrastructure service support analyst
  • Oversees the delivery of IT asset and configuration reports, including management reports
  • Maintains working knowledge of IT asset and configuration management industry practices
  • Implement Asset management security standards in conjunction with Information security team
  • Maintain IT asset and configuration management procedures (license compliance and expense management)
  • Monitors compliance with IT asset management policies, procedures and standards
  • 4 years university degree in Computer Science, Engineering, or Mathematics

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