Reference #: REQ553513What success looks like in this role:

　　Key Responsibilities

　　Strives for high levels of client satisfaction for the products/solutions supported.Capable of addressing all questions regarding the installation, configuration and customization within the areas of domain expertise without reference to others.Responds to escalated problems in a timely and accurate manner and ensures that Service Level Agreements are met. Possesses good levels of expertise on products being supported and may be knowledgeable of competitor's products. * May on specific areas be considered a subject matter expert.May research and resolve higher level support issues as required with supervision. * May also work on billable engagementsWith minimum oversight, capable of supervising a team of junior Systems Analysts. * Identifies new services opportunities and ensures they are properly followed up.Escalates product issues to a more senior Analyst of the Group when unable to resolve them with available tools and skills.Attempts to reproduce reported problems, identify, and provide immediate workarounds to overcome problems.Documents resolutions to reported problems.Identifies product and documentation deficiencies and makes suggestions for improvement.May analyze and resolve problems escalated within organization.May work with clients to define requirements for enhancement requests.May contribute to the resolution of difficult client situations.May contribute to qualifying and assessing client's expectations.Develops good skills and levels of expertise on products and solutions being supported.Contributes to on the job training to junior staff Incumbents may produce the following artifacts: Support Requests (Contacts) Trouble Reports (ClearQuest Defects, UCFs) Change Requests (ClearQuest Feature, New Feature Suggestions) W-Alerts Process improvement suggestions and written reports on areas of substantial expertise.Home Affairs:Incident management of lower level Technical issues.Application AdministrationFollow up with clients to perform fixes and to confirm resolutionsDocumentation and knowledge administration,Packaging Applications to utilize Server Back Ends and appropriate Security Products.Ticket and queue management of Incident, Problem and Change Management in Service Manager 9.#LI-BCYou will be successful in this role if you have:Knowledge of multiple OS knowledge and implementation experience.Provide technical expertise and functional support for enterprise software and hardware systems.Support test and development environments.Practical hands-on SQL.Analyze and evaluate the impact of application changes and enhancements.Provide detailed technical advice and guidance to users, clients, and staff.Produce technical and descriptive documentation.Interact with testing team and provide technical input, support, and analysis for software and hardware specifications.Experience in Mainframe Systems Administration is preferred.Knowledge of legacy programming languages such as COBOL is preferred.

　　#LI-DNI

　　This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

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