With minimum supervisory guidance and oversight, the System Analyst Senior will answer incoming phone calls and e-mail from a global enterprise customer base and independently consult with customers to determine hardware, software, network connectivity, email, Internet related, and system functional specifications needed to resolve customer’s issues in a courteous, prompt, and professional manner. The Senior System Analyst will also plan, schedule, and coordinate activities as well as mentor and train less seasoned System Analysts.
ESSENTIAL JOB FUNCTIONS
1.Properly identify, research and resolve technical problems independently for local and remote customers
2.Perform system analysis to determine system functional specifications needed to resolve request, which includes: installing, configuring, patching, upgrading and debugging of software, hardware and operating systems.
3.Accurately analyze, process, document, prioritize requests and resolve customer issues, with a goal of prompt resolution in order to keep the customer and business unit operational.
4.Manager customer expectations by keeping open communication with customers throughout the lifecycle of their request and setting expectations for resolution.
5.Plan, schedule and coordinate activities as well as mentor and train less seasoned Systems Analysts.
6.Provide clarity and improvement on processes and provide technical support to less seasoned Systems Analysts for issues that need to be escalated.
7.Test and evaluate new hardware and software.
8.Maintain detailed systems documentation, including user manuals and technical manuals.
NON-ESSENTIAL JOB FUNCTIONS
Work independently to solve user problems. Maintain composure, professionalism and courtesy in difficult situations. Remote and hands on diagnostics and troubleshooting skills. Strong customer service skills both in person and over the phone. Must feel comfortable working in a fast paced, global environment and embrace diversity with the organization. Must possess strong interpersonal skills, organizational skills, and extreme attention to detail. Must be able to multitask with the ability to manage priorities and workflow independently while providing accurate documentation. Actively participate as a team member and be accepting of personal accountability. Must be able to travel as business needs arise.
EDUCATION/WORK EXPERIENCE/TRAVEL REQUIREMENTS
Minimum Education Required: Bachelor's degree in technology or related field. *Relevant, equivalent experience may be considered in lieu of higher education.
Experience: Minimum five (5) to eight (8) years of related experience in an Enterprise environment.
Bilingual (English/Portugese) a plus.
Required experience with and knowledge of: call/incident tracking software, Oracle, and desktop and laptop hardware and software configuration as well as Office 2003/2007/2010 and Microsoft client Operating Systems. Working knowledge of: network infrastructure and operations, Ethernet TCP/IP and remote access technologies.
Working knowledge of:
•desktop and laptop components
•switches and routers
•Smartphone technologies such as RIM and Windows Mobile devices
License/Certificates: MCDST (Microsoft Certified Desktop Support Technician) or A+ certifications a plus.
•Must be proficient and skilled in the knowledge and use of a variety of computer software applications in word processing and spreadsheets.
•Must possess a high level of interpersonal skills.
•Must possess some degree of proven analytical ability is required in order to gather and summarize data for invoices, to find solutions to various account problems, and prioritize work.
•Work requires continual attention to detail.
•Must possess the desire and ability to learn and adapt to change quickly is required
•Must consistently be able to perform according to New R Core Values , Excellence – delivering value through performance, innovation and service quality.
•Must consistently be able to perform according to NR Core Value, Accountability – using good judgment and taking responsibility for our actions.
•Must consistently be able to perform according to NR Core Value, Integrity – acting honestly, ethically and responsibly in all aspects of our business.
•Must consistently be able to perform according to NR Core Value, Respect – dealing fairly with employees, customers, suppliers, and community.
Newpark Resources, Inc. - 5 months ago