Support Analyst II

Location: Charlotte, North Carolina
Posted On: 9/14/2017
Job Code: 4031_SAII_NC
Job Description
Position Details:
Position: Support Analyst II
Duration: 6 months
Location: Charlotte (28202)

Job Responsibilities:
• Workers at this level manage work in application areas of specialization, with minimal supervision.
• They are fully competent in use of concepts and procedures. They identify problems, develop solutions and take actions to resolve. Monitors production operation of and maintain the availability of assigned applications.
• Involves reviewing and reacting to daily performance logs and providing 24X7 on call support. Responds to production emergencies (application down and logic errors) within the appropriate Service Level Agreement (SLA).
• Works with Senior level and above on responses for critical and high Incidents, System Disruption Events (SDEs), major events.
• Assists users and answers users questions.
• Troubleshoots issues and implements fixes to assigned solutions. Is able to work effectively with less defined direction requiring greater judgment.
• Communicates appropriate information including downtimes, change management, status, issues, defects, etc. to users, IT management and any other necessary audience. Is able to present information on technically complex subjects in an understandable manner in both oral and written form.
• Recognizes appropriate times to provide this communication. Works with vendors to support (broke-fix, defects, maintenance, patches, upgrades, service packages) applications and solutions.
• Coordinates routine maintenance for emergency patches, service packs and upgrades (software) for assigned application/project.
• Involves working with operations/DBAs. Updates documentation of Atrium Discovery and Dependency Mapping (ADDM), Einstein, etc.
• Utilizes appropriate Human Performance tools effectively in the course of activities, especially testing and implementation activities.
• Works with Senior level and above to provide recommendations and assist in decision making on their assigned systems.
• Researches and analyzes new technology. Designs small modifications for solutions based on defined requirements. Programs in required programming languages, database SQL, report writing, ETL, Assists with testing and migrating code through test regions.
• Ensures adherence to appropriate design, coding and source control standards. Leads specific design and code walk-thru as a presenter or reviewer.
• Processes Change Requests and Quality Assurance (QA) documentation for project implementations and support changes.

Required Qualifications:
• Bachelor degree in Computer Science or a related discipline. In lieu of a degree, 8 years of related business experience.
• Work experience in addition to a degree: 3-5 years as an IT Support Analyst or equivalent.
• Job-specific knowledge, skills or abilities: Four years coding/programming, trouble-shooting, problem-solving, logical design, SQL coding, Business Requirements analysis, vendor management, root cause analysis.

Preferred Qualifications:
• Expert coding skills in 1 or more of standard languages.
• Demonstrated success in complex problem solving and an understanding of quality delivery.
• Demonstrated ability to work with others having differing priorities/views/goals than your own; to meet your goals.
• Understand and lead others in use of System Development Life Cycle (SDLC).
• Effective communication skills.
• Experience with schema/database design, Enterprise Standards and Process Adherence.
Category:IT  code:new
Job Requirements
MS Access, SQL, Quality Assurance, SDE, Management, DBA, SDLC, ETL, Change Management, Database Design

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Contact Details
Ayush Jain
E-mail Address