Systems Analyst 5

What success looks like in this role:

1. This is a basic-level position in Applications Support.
2. Strives for high levels of client satisfaction for the products/solutions supported.
3. Capable of addressing questions regarding the installation, configuration and customization of the supported product sometimes with reference to others.
4. Responds to simple problems in a timely and accurate manner.
5. Develops good skill level of expertise on products and solutions being supported.
6. May research and resolve higher level support issues as required with supervision.
7. May work on billable engagements.
8. Has awareness of new services available.
9. Escalates product issues to a more senior Analyst of the Group when unable to resolve them with available tools and skills.
10. Attempts to reproduce reported problems.
11. Documents resolutions to reported problems.
12. Has awareness of applicable work products and activities.
13. Identifies product and documentation deficiencies.
14. The incumbent may produce the following artifacts:
1. Support Requests (Contacts)/Support Tickets
2. Responses to Incident Response (IR)

You will be successful in this role if you have:

1. Associate degree in Computer Science or related discipline.
2. Minimum 1 year of working experience in application support and systems administration is compulsory.
3. Hands on working experience on Microsoft SQL and proficient in SQL queries is compulsory.
4. Experience in windows based/web based application supports is a must.
5. Working knowledge of Windows Server Operating Systems (Windows Server 2016 onwards).
6. End user application support experience with any client server-based application and web-based applications running on Microsoft SQL server.
7. Develops competence by performing structured work assignments.
8. Uses existing procedures to solve routine or standard problems.
9. Receives instruction, guidance, and direction from others.
10. Working on 2 shifts basis - morning shift 9am-5pm, evening shift 2pm-10pm.
11. On weekly holding support phone rotation for off hours client's call (morning support phone 4am-4pm, evening support phone 4pm-4am). Averagely there are about 1-2 calls in a week and simple issues that can be resolved in 15min). Employee is to resolve the issue or decide on the next level escalation point if not able to resolve the issue.