Systems Analyst (Night Shift)

Baltimore, MD, USA Req #4395
28 March 2022
About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

Address: 1501 S. Clinton Street, Baltimore MD 21224

Company Overview:

Prometric is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

Job Description:
The System Analyst should be a highly motivated individual looking for an opportunity in a global organization to be responsible for the identification and resolution of production system problems and analysis of root cause. This includes but is not limited to receiving escalated problem calls and trouble tickets received through our ticketing system, triaging the problem (prioritize), troubleshooting the issue, fixing and/or escalating those calls to the appropriate party for resolution and documenting fixes that will improve the department’s ability to support our global organization. 

Other duties include working with other groups/departments to improve systems based on system analysis, problems identified, creating and maintaining processes and procedures and working in a team environment to meet the global Technology goals. You must have the ability to effectively write and communicate production problems to the organization. Analyzing current systems and make recommendations for improvements. 

Duties & Responsibilities

  • Analyze current systems and processes to facilitate automation and process improvement 
  • 4 Night shifts (10 hour shifts) — 7 day rotation schedule includes weekends (approx. 1 weekend every 3 weeks)

  • Troubleshoot problems to determine severity and priority
  • Resolve problem or escalate to the resolution person/group
  • Timely and accurate communication to the business during outages
  • Identify and document fixes
  • Work with other groups/departments to assist in creating permanent resolution/fixes
  • Continuously strive to improve customer support, identifying opportunities and recommend solutions for improving service efficiency and effectiveness
  • Monitor production systems using HP OpenView and other applications and respond accordingly
  • Create and/or maintain operations process/procedure and problem resolution documentation as required
  • Provide excellent support to the organization

Required Knowledge, Skills & Abilities  

  • Excellent problem solving and troubleshooting with a high aptitude for complex systems
  • Understand current processes and offer improvements
  • Support our global infrastructure and multiple in-house applications
  • Previous experience working on a ticket queue and enterprise monitoring software
  • Ability to prioritize and handle multiple issues
  • Excellent communication both oral and written
  • Sound decision making with the ability to work under minimum supervision
  • Detail oriented and attention to detail
  • Troubleshooting 3 tier architectures (web servers, app servers, databases)
  • Microsoft OS (Windows 2003, 2008)
  • Database Systems (Microsoft SQL 2008, 2012)
  • SQL or similar language
  • Automation/Scripting (PowerShell)
  • HP OpenView/Solarwinds experience 
  • Adhere to SLAs

Desired Knowledge, Skills & Abilities 

  • Clustering Technologies – MS specific
  • Microsoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP)
  • Weblogic
  • VMWare
  • Network Technologies (routing, switching, F5 load balancing, Cisco, Juniper)
  • Security (Firewall, VPN)
  • Production environment experience
  • Bachelor’s Degree in related field

Prometric is an equal opportunity employer: disability/veteran. 

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.

Other details

  • Pay Type Salary
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Location on Google Maps
  • Baltimore, MD, USA