Direct Client Requirement Alert (Immediate Interviews)

Business system analyst - Knoxville, TN

12 months contract

W2 Contract

Any Visa is fine



Responsibilities and Duties

• Ensure that support requests are handled in a timely manner commensurate with the urgency of the ticket; both in your own work and by other staff.

• When appropriate, teach users how to most effectively use the applications the Content Solutions group supports.


• Troubleshoot and resolve application(s) issues or escalate to the appropriate group.


• Help identify root cause for software bugs by identifying abnormalities in data and/or application logs.

• Build solid relationships with the business teams to understand new feature requests and to determine a solution to their underlying problem or need.


• Work with our Data Services group to make corrections to data, when that data is not changeable through the application.


• Prepare metrics that characterize how the software support and maintenance activities of the group are operating.


• Acquire functional knowledge of the application(s) supported and interdependencies between them.

Capabilities

• Strong customer-service orientation. Ultimately, our job is to ensure others can do theirs.


• Superior language and communication skills.


• Ability to own and coordinate an issue through resolution (even if that doesn’t mean actually doing all the steps).


• Willingness to perform (scheduled, paid) off-hour work for weekday evening deployments.


• Willingness to (eventually) participate in the on-call, off-hours support process (paid).


• Experience working with or from a support ticketing queue/workflow.


• Knowledge of SQL queries and specifically intermediate to advanced SELECT/JOIN syntax.


• Understanding of AWS architecture, standards and tools


• Understanding and working knowledge of REST API and tools.


• Understanding of basic system health metrics


• Understanding and working knowledge of Unix[BJ1] systemGood analytical and problem-solving skills


• Good organizational skills


• Ability to work in fast paced and frequent priority changes environment

Required Experience and Qualifications

Preferred Requirements

• Experience leading demos or other user-facing presentations/activities.


• Demonstrated ability to absorb and understand a functional demand comprised of multiple systems and user-bases.


• The ability to track processing flow across multiple applications/services; assimilating data from multiple sources to draw conclusions about how an issue originated.


• The ability to recommend changes to existing systems or code that would eliminate the chance of experiencing the issue in the future.


• Experience smoke-testing applications and services after outages.


• The ability to document lessons-learned and/or changes to the environment.


• Experience working in an Agile Scrum and/or Kanban environment.


• Experience with any of the following: ServiceNow, Box, Atlassian’s Jira and Confluence wiki product.

Education & Experience

• Bachelor’s degree required, Masters in Business or Information Technology degree desired


• 5 or more years of related experience