IT Support Analyst IV

Provides a broad range of systems / application support, research and analysis, administration, performance availability monitoring and management for own area.

KEY ACCOUNTABILITIES

CUSTOMER

• Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate

• Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk

• Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams

• Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met

• Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction

• Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible

• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met

• Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation

• Interact with clients to provide quality service/solutions consistent with objectives and client requirements

• Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations

• Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity

• Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area

• Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business

• May develop a working relationship with 3rd party vendors as required to fulfill support requirements

• Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria

• Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers

• Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance

• Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues

• Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages

• Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system

SHAREHOLDER

• Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required

• May monitor the performance of the environment by using meaningful metrics

• Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing

• Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization

• Ensure effective change management discipline is used

• Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required

• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)

• Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs

• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

• Make effective use of the cost management processes in place in own unit

• Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery

• Keep current with industry and/or business trends

• May perform testing according to test plans, monitor and report on results, and work with others on problem resolution

• As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines

EMPLOYEE / TEAM

• Work effectively as a team, supporting other members of the team in resolving critical service issues

• Prioritize and manage own workload in order to deliver quality results and meet timelines

• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.

• Participate in knowledge transfer within the team and business units

• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

BREADTH & DEPTH

• Performs work on all aspects of the application/system support

• May act as a reference for team members or clients

• Applications/systems are moderate to highly complex and performed under minimal management supervision

• Actively involved in resolving client applications issues

• May configure, upgrade, administer business applications in co-ordination with appropriate stakeholders

• May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment

• Performs problem determination including data gathering and analysis

• Generally reports to a Manager or Senior Manager

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate

• 3-5 years relevant experience