Production Analyst III

Technology Service Resolution Specialist

Responsible for swiftly resolving disruptions to technology services to minimize user impacts and maintain service levels.

Able to perform investigation and resolve issues leveraging available tools and documentation.

Partners with global team members and escalates issues within the EASE team, regionally and to other ESS parties as needed.

Communicate with vendors as part of troubleshooting and issue resolution.

Leverages ServiceNow, including team dashboards, to resolve incidents within policy standards.

Performs root cause analysis of issues and partners with our vertical support teams as needed.

Analyze performance trends and crafts action plans to address potential impacts.

Actively helps team members and makes suggestions to improve practices.

Possesses fundamental understanding of the tech industry. Knowledge of the asset management industry is helpful.

Typically requires 2+ years of Enterprise level support experience, or similar discipline, supporting multiple applications.

Strong troubleshooting/problem solving skills.

Experience with SQL for Oracle, Sybase and MS SQL.

Experience with monitoring tools such as Autosys, Splunk, and New Relic, or similar tools.

Experience with ITIL incident management tools, such as ServiceNow, for incident and problem management.

Experience with Unix and Windows.

Knowledge of a scripting language like Python, or similar language.

Ability to read / understand code.

Familiarity with AWS-based applications is helpful.

Examines and collects data for trending capacity utilization.

Maintains a high proficiency in code management to ensure procedures are aligned to standard methodologies.

Identifies performance tuning opportunities that will produce improvements to processing or capacity.