Associate Systems Specialist - Enterprise Data Warehouse / Application Data - Full-time / Part-time

POSITION PURPOSE

The Associate Systems Specialist – Enterprise Data Warehouse / Application Data is an advanced level of troubleshooting support for the IT Operations team. The ideal candidate is able to consistently demonstrate highly proficient technical skills in at least one of the enterprise application support areas to troubleshoot and resolve incidents, as well as plan and execute requests to ensure the needs of the business are met.

You will:

Troubleshoot production issues in a timely manner, involving integrated support of enterprise data and application components in IT Operations Command Center

Monitor systemic alerts, tickets and dashboards to ensure all job, report and data repository SLA’s are met

Triage or resolve user/system-generated tickets created in ServiceNow

Serve as the initial point of contact for customers during shift; effectively leverage Level 2 associates for knowledge transfer, to serve customers

Review and suggest actions for support documentation and runbooks, where appropriate to edit or retire

Maintain awareness of and experience in deployments, migrations and upgrades through a change management process

Understand role-based administration / management of users, groups, and security roles across a corporate environment

Understand and practice ITIL principles, including delivering customer support through a Service Catalog; Incident, Problem, Configuration, Change and Knowledge Management

Participate in the effective delivery of small to medium-size projects

Communicate status of issues, assigned tasks and projects in a concise, effective manner

PREFERRED SKILLS:

A bachelor’s degree in Computer Science, Decision Sciences or related field; Master’s degree or additional certification is preferred

2+ years of experience in the ETL technical products below

Experience supporting a 24x7 production environment in a large Operations setting

ITIL v3.0 certification or equivalent experience

Proficiency in data warehouse and data integration concepts (extract transfer load (ETL), statistical analysis, decision support, global supply chain, ecommerce, business intelligence, complex batch scheduling and dependencies) and the use of tools that support it

Experience in high volume data transfer between infrastructure platforms, mainly between large (mainframe) and distributed systems (Unix).

Required Technical Skills:

System Administration: Unix (Linux Redhat) System Administration fundamentals, experience in other operating systems and the following applications listed below:

Operating Systems: RHEL (Linux) or Windows Server

Infrastructure/Application Skills: Microstrategy, Ab Initio, TWS/Maestro, Hadoop, SAS

Large Relational Data Stores and Sources: such as Teradata, Oracle, DB2, SQL Server, private and cloud storage

System Tools: TWS/Maestro, ServiceNow, Splunk, Netcool, App Dynamics, Cyberark, MS Office

Conceptual Skills: Understanding of Enterprise Data Warehousing concepts and principles of ETL, knowledge of Application oriented data (OLTP) and Subject oriented data (OLAP); understanding of dimensional data modeling concepts like Star Schema, Snow Flake Schema, Third Normal Form Schema, FACT tables, Dimensions tables and Surrogate keys; exposure to data management, synchronization, migration, and conversion into Power Centers or Marts

Soft Skills:

Communicate effectively - verbally and written, technical documentation and presentation skills

Deliver excellent customer service; follow-up, follow-through, go the extra mile

Interact effectively at all levels (peer and leadership) of the organization

Display strong initiative and the ability to drive execution

Flexibility and availability in support of the 24x7/365 environment; on a rotating shift basis, and as required by our retail business

NATURE AND SCOPE

Position Reports to: IT Supervisor. No direct responsibility for supervising others.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older. Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 1+ years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

Bachelor’s Degree is preferred.
Knowledge of Network Switches, Routers, Firewalls, and Access Points
Knowledge of Operating Systems (Windows, UNIX, and IOS)
Knowledge of Server Hardware
Knowledge of Host Systems
Knowledge of Storage Area Networks (SANs)


Knowledge, Skills, Abilities and Competencies:

Maintaining a high degree of technical competence and knowledge that involves the understanding of concepts and facilities utilized in support of computer and network systems.
Ability to communicate effectively with all levels of personnel, both verbally and in writing.
Ability to quickly analyze and resolve systems problems as they occur.
Ability to utilize operational experience and knowledge to effectively write methods, standards and procedures in a clear and concise manner to ensure ease of use.
Ability to verbally communicate with all levels of associates within the organizations.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

20%: Investigate, diagnoses, and takes prescribed actions on all operational events, alarms and incidents escalated from level 1 support technicians based on mean time to recover service levels and incident severity.

10%: Participates on business impacting incidents and problem management (high number of repeat incidents) support activities with the main goal of assisting in the diagnostics of the error logs in order to recover services quickly.

20%: Develop, implements and operate all network system infrastructure and procedures; Perform scheduled Preventive maintenance such as (file system cleanup, rack realignment, support tools client upgrades, backup job failure remediation.

10%: Ensure that all routine maintenance tasks (security patch management, firmware updates, etc.) are completed on all operational infrastructures.

10%: Monitor and manage batch schedules to ensure service levels is being delivered on a daily basis Maintains all operational documentation, processes, and (management and diagnostic) tools ensuring that spares are maintained at the agreed service.

10%: Ensures that all infrastructure equipment is maintained according to policies and recommendations and perform regular checks on infrastructure.

10%: Develop automation tools using standard scripting languages Powershell(Windows), Kornshell (Linux), TcL (Cisco) and REXX(MVS) to improve stability and increase efficiency of system.

10%: Implement Low Impact infrastructure application changes such as upgrades and patching of operating systems and non-business critical applications.