Support Senior Analyst Job Description

Support Senior Analyst Job Description

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Support senior analyst provides technical support services to subscribers of Red Hat's offerings regarding Red Hat Enterprise Linux (RHEL), Red Hat Virtualization, and high availability solutions.

Support Senior Analyst Duties & Responsibilities

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

Sample responsibilities for this position include:

Investigate and resolve position breaks and trade exceptions through daily reconciliations
Actively contribute to new business or process change initiatives through collaboration with other departments
Ability to take on a leadership role and help develop & support the newly created CMB Aggregation business as it ramps up
Ensure new hedged strategy booked in Calypso accurately represents the synthetic pool of mortgages
Verify daily input of pool and rate info is accurately represented in the trading system
Update the linkages between the hypothetical pool to the underlying hedged swaps
Monitor daily report from Mortgage Hub
Work closely with the business to help with the implementation of any new processes/initiatives required as the business continues to grow
Accountable for Murex Environment and end of day maintenance performance tuning, capacity management
Work with relevant teams to schedule packaging and release new applications and components in a timely manner in accordance with approved change management procedures

Support Senior Analyst Qualifications

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

Licensing or Certifications for Support Senior Analyst

List any licenses or certifications required by the position: ITIL, SSL, MCP, MCSA, ACMT, V3, PMP, MCTS, CCT, CMA

Education for Support Senior Analyst

Typically a job would require a certain level of education.

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

Skills for Support Senior Analyst

Desired skills for support senior analyst include:

CIFS
Citrix XenServer
FC
FCoE
ITIL change management processes would be an advantage
LACP
Microsoft platforms
Protocols and technologies used in Virtualization and Linux solutions: iSCSI
Red Hat Enterprise Linux
Red Hat Enterprise Virtualization

Desired experience for support senior analyst includes:

Experience with Advent products highly desired
BA/BS degree in Computer Science, Engineering, or Information Systems, or a related field preferred
Strong knowledge of SQL and relational databases preferred
Evaluate technical changes to assess the risk to production environment and make recommendations to Sr
Analyze system architectural enhancements and design documents to identify and support improved system performance and reliability
Work closely with developers, solution architects and business representatives to develop fresh, cost effective approaches and solutions to business issues

Support Senior Analyst Examples

1

Support Senior Analyst Job Description

Job Description Example
Our growing company is looking for a support senior 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 support senior analyst
  • Excellent written and verbal communication skills required to communicate incident and impact to all levels of the organization
  • Industry-specific training with In-depth knowledge of ITSM Incident, Problem, Change, Configuration and Availability Management System is a highly desirable asset along with knowledge of Batch scheduling (Autosys, CA-7), experience with Cloud migration and tools such as Splunk, iDASH and Tivoli
  • After hour support duties including after-hours on-call rotation
  • Ability to multi-task while consistently ensuring that all expected and time sensitive deliverables/materials are met and/or exceeded
  • Strong provider of knowledgeable customer service in performing problem diagnostics towards resolution regarding the Wealth Management Applications that are supported while maintaining agreed upon service levels for production availability
  • Strong interpersonal skills and ability to work effectively while supporting other members of the team in achieving unit objectives and providing excellent client service
  • Possess acute sense of business acumen with a strong focus on delivering a superior customer experience
  • Be “cross-trained” across the various activities (including technical know-how) so that continuity of the systems is ascertained
  • Provide timely response to users’ support requests to ensure business continuity, while ensuring the stability, integrity, security, accuracy and integrity of data and application
  • Make sure that the users’ access granting process is continuously adapted to the business requirements and compliant with the PMI Policies and Procedures
Qualifications for support senior analyst
  • Coach/educate others to ensure deliverables are understood and outcomes meet requirements
  • Actively represents the group at meetings
  • Demonstrated leadership capabilities to work effectively with management
  • Knowledge of various operating systems (Windows, UNIX (AIX, Linux, and Solaris), iOS, z/OS) and Cloud technologies
  • Knowledge of Middleware (ie
  • Ability to develop strong relationships with peers, internal and external customers and technology partners
2

Support Senior Analyst Job Description

Job Description Example
Our innovative and growing company is hiring for a support senior analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support senior analyst
  • Performs 2nd level production support for application and platform incidents as needed
  • Manages client / operational impacting incidents including business impact assessment, technical resolution, engagement, and communications
  • Builds and maintains strong relationships with AD teams and business partners to identify process improvement opportunities
  • Collaborates with AD teams and business partners to understand application functions and related downstream processing components
  • Participates / Contributes in post incident reviews for client impacting incidents
  • Contributes to the evaluation, implementation, and ongoing maintenance of monitoring tools use
  • Serve as liaison between departments maintaining necessary documentation in the support of various core services
  • May assist the development of the software support analysis team members
  • Develop and support knowledge libraries, documenting and sharing knowledge within the department and company as a whole
  • Provision of excellent customer services
Qualifications for support senior analyst
  • 5+ years IT background with practical experience in IT support and/or development in a financial institution
  • Experience of leading a small/medium team of Level 2 support analysts
  • Strong knowledge of Relational Databases, in particular MSSQL and Oracle, including Stored Procedures, Indexes, and other DB Objects
  • Strong knowledge of Windows & Linux Platforms
  • Strong knowledge of Autosys is highly advantageous
  • Good working knowledge of middleware technologies IBM MQ WebSphere, Tibco RV, Solace
3

Support Senior Analyst Job Description

Job Description Example
Our company is searching for experienced candidates for the position of support senior 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 support senior analyst
  • Work with all AV and Web conferencing providers
  • Prepares user documentation and training materials
  • Act as 3rd line support for batch jobs running through TWS
  • Ownership of applications incidents
  • Providing functional and technical expertise for batch jobs running for the applications
  • Analyze business opportunities and develop pricing recommendations
  • Maintain standard pricing database
  • Maintain vendor database and support vendor-validation process to include vendor qualification, ISO validation
  • Interact with Sourcing, Marketing and external vendors to execute on corporate strategy and initiatives
  • Coach and mentor Strategic Support Analyst and Pricing Operations team
Qualifications for support senior analyst
  • Ability to work ‘24/7 On-call’ on rotational basis
  • High level of proficiency in various OSs and flavor (especially Linux as sys admin level and Windows)
  • 2-3 years of experience in applications support or production environment required
  • Participates to the support’s call out program to the on-site work shifts (8am-8pm)
  • Requires deep technical and functional expertise
  • Required to troubleshoot client issues
4

Support Senior Analyst Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of support senior 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 support senior analyst
  • Average time to respond
  • Monitor 1st level associates on a daily basis, ensuring that standards are maintained for response, analysis and resolution of problems
  • Develop Standard Operating Procedures (SOP) for support and make them readily available for staff members
  • Monitor and improve the way support calls are currently received, tracked and resolved in our ticket tracking software
  • Work closely with manager and team leader to establish service level agreements (SLA’s) with the user community, monitor for compliance
  • Work with other IT groups on the implementation of new systems, procedures or applications to support the business
  • Keep IT management updated on the status of any support issues currently open with no immediate resolution
  • Responsible for handling and analyzing issues more complex in nature that were escalated from 1st level
  • Work on implementation type projects throughout the company
  • Responsible for the purchase of equipment and miscellaneous expenditures needed to support the user base
Qualifications for support senior analyst
  • Good interpersonal and communication skills with ability to build relationships, influence outcomes and deliver effective presentations to the internal different level of customers working in the country
  • Required proper business engagement and business acumen with sensitivity to political/economic environment,4+ years commercial experience in a similar role with proven expertise across IS/IT solution environment
  • Experience of Teamcenter and/or CAD environments • Ability to document and communicate issues clearly • Engineering experience • Application Support Experience • Experience of supporting existing Teamcenter environments • Experience of enhancing existing Teamcenter environments
  • Programming skills in languages such as C#, .NET, VGL
  • Must be located within 150 miles of Beachwood, OH
  • Prior experience with management of demand (prioritization of incoming demand, assigning tasks, maintenance of metrics)
5

Support Senior Analyst Job Description

Job Description Example
Our growing company is looking for a support senior analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support senior analyst
  • Develop, document and revise SOP procedures and knowledge base articles as needed
  • Travel to jobsites and offices
  • Answer, evaluate and provide guidance to home office associates experiencing problems with hardware, software, LAN/WAN connectivity, telecom, mobile devices (iPhones and iPads), email and other desktop/laptop (Mac & PC) related issues
  • Manage a scaling infrastructure of internal and external JSS/DP on RHEL and CentOS
  • Provide excellent customer service over the phone, remotely and in person
  • Train current and incoming associates on use of existing and future IT applications and devices
  • Document all steps taken into a Service-Now tickets, resolve tickets or escalate appropriately
  • Frontline IT Support for on-boarding, off-boarding, shipping/receiving/imaging of all computer devices, and setup and configuration of mobile devices
  • Reporting and making recommendations in relation to managing delivery and implementation of problem resolutions
  • Managing and implementing changes that have a direct impact on our stakeholders and other asset teams
Qualifications for support senior analyst
  • A senior technical support analyst must have a strong IT-based educational background, which may include a bachelor’s degree or technical school diploma
  • Experience with Web Browser Developer Tools
  • Additionally, the analyst likely needs relevant software certifications and extensive product training and examinations as required by the employer
  • 2 – 3 years Accounting and Reporting experience in a multinational corporate environment
  • Spanish/Portugal language knowledge is an advantage
  • MS applications, excellent MS Excel skills

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