GENERAL SUMMARY
Works directly with customers at all levels within the organization and with outside parties to manage operational responsibilities, triage and research production issues and requests, and to identify operational business requirements with sufficient detail and clarity to allow IT solution proposal development. Activities include troubleshooting and testing to identify the possible cause of incidents; determining the appropriate course of action to resolve the issues with minimal business disruption, and establishing processes to ensure application availability. Responsibilities include maintaining operational stability, analysis and research of production issues, as well as requirements definition and testing of production changes.
ESSENTIAL RESPONSIBILITIES · Maintains operational stability for the production environments. · Ensures resolution of production issues of medium and high complexity in accordance with established standards, policies, procedures and service level agreements for applications. · Escalates inquiries to business partner to resolve system issues and acts as a liaison until problem is resolved. · Assists in developing/revising policies and procedures for supporting new and ongoing applications. · Represents the organization as the principle customer contact and often performs project leadership role. · Conducts analysis of client business processes and functional requirements. Prepares appropriate documentation to communicate and validate the information. · Applies technical and business knowledge to analyze client requirements in project areas such as: IT testing and product acceptance, new business operating models with innovative approaches to IT solutions support, market research of emerging or available product functionality, operational readiness assessment IT reporting, process documentation governance, and compliance. · Performs other duties as required.
Qualifications:
- Bachelor’s degree or equivalent experience.
- Previous (5-7 years) experience in information systems development or implementation with progressively