IT Production Support Assistant

IT Production Support Assistant

The IT Production Support Assistant works under the direction of a team lead or section manager to support production applications running in mainframe and midrange computing environments. The IT Production Support Assistant supports production jobs running in mainframe and mid-range server environments, including job creation and scheduling, job execution, monitoring and troubleshooting of job issues; supports mainframe COBOL applications using the County's source code storage and compilation tool to promote program packages and members, as requested by application developers; sometimes works in a paired programming environment for knowledge sharing and training purposes; reviews and submits procedural documentation, and participates in team presentations to help build team skills expertise; manages incident tickets using a tracking software application to update each incident or request with action taken / resolution; coordinates and / or controls the operation of the mainframe console, assignment of devices, reply to operator messages, and the operation of input and output devices by executing jobs according to predefined schedules, complying with and enforcing computer operation standards; executes many tasks during the shift in a 24/7/365 full coverage environment.

Skills Required:

• The IT Production Support Assistant will possess knowledge and experience in customer service; flexibility; interpersonal skills; leadership; organizational awareness; problem solving; excellent communication skills, speaking and writing.

Experience Required:

• This classification requires at least two (2) years of experience in the last five (5) years working with IBM mainframe operations and production control environment including ordering, holding, submitting, cancelling, and monitoring production jobs using the scheduling software application, Control-M.
• Two (2) years of experience in the last five (5) years working in a data center interacting closely with customers and managing incident tickets using a tracking software application like Cherwell service management tool.
• Two (2) years of experience in the last five (5) years working with mainframe software Endevor to move the customer application programs and application source elements such as Job Control Language (JCL), Procedures (PROCS) and Control Statements to Endevor libraries.

Education Required:

• A high school diploma or equivalent.

Additional Experience:

• One year of experience operating a commercial high-speed printer, such as a Canon Vario PRINT 6220 TITAN MICR, to print large volume jobs.

Additional Information:

• NOTE - THIS IS A 24/7/365 SECTION/TEAM. THE SCHEDULE MAY CHANGE – DAY/SWING/OVERNIGHT.
• THIS IS A HYBRID WORK SCHEDULE – TELEWORK AND ONSITE. THE RESOURCE MUST BE TOLD BEFORE CONSENT TO THIS SCHEDULE - WORKING OVERNIGHT AND WEEKENDS IS A HIGH POSSIBILITY, BUT ADVANCE NOTICE WILL BE PROVIDED.