System Analyst (Day Shift)

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 Day 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)
• Basic Windows Command Line experience. 
  
• Adhere to SLAs