Infrastructure analyst

Infrastructure Analyst

Location: Buffalo, NY - 14203 (Hybrid)

Pay range: $40-48/hr

Primary Responsibilities:

• Act as the primary point of contact between the patch management team and various application teams to ensure clear communication regarding patching requirements and schedules
• Strong problem-solving and troubleshooting skills, especially in managing time-sensitive changes in dynamic environments
• Maintain up-to-date documentation for all change schedules, patch deployment plans, and related processes
• Ability to facilitate meetings, coordinate discussions, and manage communication with technical teams
• Prior experience reading and digesting technical information Detail-oriented Proven written and verbal communication skills
• Prior experience communicating technical problems to management
• Strong customer focus, including ability to manage customer needs and multiple work priorities
• Prior experience providing updates and statuses
• Experience with change scheduling tools and IT service management (ITSM) platforms (e.g., ServiceNow, Jira, etc.)

Skill Set

• Prior experience communicating technical problems to management
• Strong customer focus, including ability to manage customer needs and multiple work priorities
• Experience with change scheduling tools and IT service management (ITSM) platforms (e.g., ServiceNow, Jira, etc.)

Overview

• Completes activities related to installations, configuration, operation and maintenance of systems hardware and software and related infrastructure. Ensures system hardware, operating systems, software systems and related procedures adhere to organizational values, enabling staff and partners.

Primary Responsibilities

• Respond to and resolve help desk escalations based on outcome of previous incidents.
• Complete related master work orders or request-based tasks.
• Respond to and resolve identified technical incidents based on outcomes of previous incidents; analyze and isolate the issues.
• Use basic diagnostic tools to troubleshoot issues.
• Complete systems maintenance activities following Standard Operating Procedures (SOP), such as patching, health checks, operating system updates, validating changes and maintaining operational and configuration standards. Research options when anomalies occur and report complex issues to senior staff.
• Participate in project work within the team.
• Provide coaching to less experienced staff on processes.
• Complete evening responsibilities as scheduled.
• Identify improvement opportunities to existing procedures to improve efficiency; document these changes as needed.
• Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.

Education and Experience Required

• Minimum of 4 years higher education and/or work experience.
• Prior experience reading and digesting technical information.
• Detail-oriented.
• Proven written and verbal communication skills.
• Prior experience communicating technical problems to management.
• Strong customer focus, including ability to manage customer needs and multiple work priorities.
• Prior experience providing updates and statuses.

Education and Experience Preferred

• Bachelors degree in technology-related field.
• Minimum of 5 years higher education and/or work experience.
• Certifications or special training in related technologies.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.

Job Requirement

• IT service management
• ServiceNow
• JIRA
• customer focus
• Change scheduling tools