Network Systems Analyst - WashU IT

Overview Position Summary: Responsible for the analytics and administration of enterprise network and computer systems infrastructure. This includes capacity assessments, forecasting, and trending statistics for the shared services supported infrastructure. Requires Information Technology Infrastructure Library (ITIL) expertise. Using this framework oversee change management, incident and problem metrics with the Shared Infrastructure engineering divisions’ adherence to developed standards. Serve as liaison between the Systems Operations Center and the engineering divisions. Responsibilities Infrastructure Service Lifecycle Analysis and Management: Ensure solutions are in compliance with network and systems by performing regular audit requirements. Documentation: Enhance user and systems documentation and/or training programs. Perform process-mapping and analysis and identify improvements. Analyze hardware and process workload, including traffic and utilization trends to provide infrastructure recommendations. Provide support to team members during service transition into operations. Interface with users, consultants, technical teams and vendors for new and changing technology to improve operational effectiveness. Ensure data integrity of the Configuration Management Database (CMDB). Analyze patches for interoperability prior to deployment. Documentation (continued): Review and document moves, adds or changes and maintain processes. Perform design recommendations and audits to appropriate teams and update CMDB environment. Identify, label and report on installed infrastructure and operational processes. Work with Data Center team to create and maintain network and data center drawings and store in designated repository with revision information. Maintain, Monitor and Problem Resolution: Monitor enterprise networks and data centers remotely. Access networks and systems locally and remotely to identify and resolve issues and make/suggest improvements. Maintain and update monitoring infrastructure and automation tools. Respond to infrastructure alarms, taking appropriate action to classify, prioritize and resolve complex network and system issues. Effectively communicate incident status and technical issues to stakeholders. SOC Helpdesk and Trouble Tracking: Work closely with other departments/organizations. Collaborate with other IT staff for requirements gathering and cross-functional tasks and issues. Respond to customer service requests in a helpful, professional manner. Respond to phone, email and ticket requests for services or troubles. Utilize trouble ticket system by documenting problems, progress and resolution. Communicate project/issue status with customers and stakeholders. Make approved network changes through proper change management procedures. Perform other duties as assigned. Qualifications Education: Required Qualifications — Bachelor’s degree or combination of education and/or experience may substitute for minimum education. Certifications/Professional Licenses: No specific certification/professional license is required for this position. Work Experience: Relevant Experience (1 Year). Skills: Not Applicable. Preferred Qualifications CCNA/VCP/MCSA or equivalent. ITIL Foundations Certified. Higher-Education experience. Strong Knowledge of ITIL and key ITSM concepts. Excellent Written and Verbal Communication skills. Strong Customer Service skills. Knowledge of documentation standards. Ability to translate between technical concepts and business requirements. Ability to perform root-cause analysis, tracking known-errors and driving change. Knowledge and experience configuring and installing Cisco routers and switches. Knowledge and experience installing and maintaining ESX 5. Knowledge latest version of Windows Server 2008/2012. Knowledge of SAN and backup technologies. Ability to analyze deeply complex technical problems and projects independently. Ability to handle and prioritize multiple tasks in a fast paced environment. Customer Service Skills and Expertise: Patience, professionalism, tactfulness and empathy; ability to assess customer needs and communicate them effectively; clear communication with clients and team members in writing and speech. Education Preferred Qualifications: Master\u2019s degree. Certifications/Professional Licenses Cisco Certified Network Associate (CCNA) - Cisco ITIL Foundations - Axelos Global Best Practice ITIL Foundations - Center for the Application of Information Technology VMware Certified Advanced Professional (VCAP) - VMware by Broadcom VMware Certified Professional (VCP) - VMware by Broadcom Work Experience No additional work experience beyond what is stated in the job posting unless noted elsewhere. Salary and Benefits Grade: G12 Salary Range: $58,400.00 - $99,700.00 / Annually Benefits information and eligibility details are described in the employer's benefits documentation. EEO Statement Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information. #J-18808-Ljbffr