Primary Job Duties and Responsibilities (Essential Job Function)
This is a multi-level posting. Candidates may be considered for any of the posted levels, depending on their level of experience and depth of expertise. This position will work four, ten-hour overnight shifts from 8:00pm to 6:00am Monday-Thursday.
The enterprise operations center analyst 1 or 2 position provides advanced infrastructure support of Novell, Windows, Unix and mainframe servers, databases, applications, hardware and software, telecommunications, peripherals and data center environments. Responsible for the identification and resolution of service-level problems and mission-critical tasks, by helping to resolve technical problems, for complex information technology systems.
With minimal supervision, works at a high level of all enterprise operations phases; client/server (physical and virtual servers), mainframe, networking, telecommunications, using independent judgment in matters of significance and technical complexity. Provides effective first, second-tier and some third-tier problem recognition to ensure continuous, uninterrupted service, by troubleshooting, isolation, resolution and self-directed analysis to restore service affecting BHE information technology infrastructure. (30%)
Monitors, manages, and assists scheduling batch processing jobs utilizing automated scheduling software in mainframe and open systems environments. Investigates, troubleshoots, and works closely with applications and/or technical support staff, in the event error conditions require corrective actions to be taken. Recommends and assists with implementation of automation and scheduling solutions to meet infrastructures needs. (30%)
Administers, procures, configures and assists in installing voice and data equipment such as phones, voice mail and UPS hardware. (10%)
Confers with internal and external technical support staff including vendors and carriers when necessary to work on affected hardware, software and associated peripheral devices including voice and data circuits. (10%)
Assists in handling business related emergencies (REAC) and information technology emergency operations. Provides services for disaster recovery, data restoration, server decommissioning, server hardware replacement and data center tape management. Provides after-hours incident management and security administration services and support for the technology resource center. Develops and maintains operational documentation. (10%)
Maintains accurate incident and service request records, utilizing the service management tool, to accurately describe work being performed and meet compliance requirements. (0-5%)
Acts as the technical liaison support between other information technology groups and the technology resource center. (0-5%)
Provides technical leadership and training to other EOC staff. (5-10%)
Provides technical input to assist in development of project planning. (0-5%)
Assists in change management through planning, researching impact and configuration of supported systems and applications. (0-5%)
Performs any additional responsibilities as requested or assigned. (0-5%)
Bachelor's degree in computer science, information technology or related field or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)
The enterprise operations center analyst 1 position requires a minimum of two years additional directly related technical experience.
The enterprise operations center analyst 2 position requires a minimum of two years additional directly related technical experience along with three years of experience in a technology enterprise operations center role.
Intermediate level knowledge of HP OpenView, VitalNet, SIM, MOM, NNM and other monitoring systems preferred.
Current Microsoft certified systems engineer or ability to obtain certification within six months of hire, or equivalent experience.
Intermediate-level knowledge of client/server, voice and data network, mainframe z/OS operating system and subsystems and applications environment.
Intermediate-level knowledge of ControlM/EM software or other similar automated scheduling software.
Intermediate knowledge of MS Windows, Novell, SQL, Unix, CISCO (data and voice) working environments.
Strong knowledge of information technology terminology, equipment, systems, functions and major vendors.
Strong oral and written communication skills.
Strong analytical, problem-solving and decision-making skills.
Ability to prioritize and handle multiple tasks and projects concurrently.
Availability to work any shift including holidays in a 24/7, 365 day work environment.
Employees must be able to perform the essential functions of the position, with or without an accommodation.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.