Analyst II, SOC

Overview:

Shift: 3rd Shift - Sun thru Tues, every other Wed from 7p - 7:30a

Work on the Support Operations Center (SOC) team of level one support personnel.

Provide support to technical and non-technical remote support personnel in the field by following established procedures outlined in system documentation.

Monitor systems using tools and completes shift checklists on a daily basis to monitor system availability.

Under general supervision and with minimal assistance from more experienced and knowledgeable analysts, participates in the development of new client server support procedures, support tools selection and maintains documentation to support hardware platforms, client applications, server services, network devices, account administration and operating systems.

Provides 1st level support for some mix of the following systems - Windows based services, Lotus Notes, Unix, Windows operating systems, host based services, Point of Sales support systems and related hardware.

Independently researches and resolves moderately complex technical problems. Documents standards, daily support procedures, and works with system owners on troubleshooting procedures. Creates and communicates shift and weekly summary reports to management.

Key Accountabilities:

• Prepares documentation for standards, support procedures and troubleshooting in support of new technologies, applications OS and NOS by working closely with System Owners.
• Monitor all key systems / services on a regular basis using established tools and procedures.
• Complete daily checklists and identify any exceptions, follow up with system owners and escalate to management as needed.
• Provides first and second level support for infrastructure, Microsoft and Unix operating systems and related services, Lotus Notes, LAN/WAN, Windows and Unix account management, for Field Services, Divisional Account Managers, third party support desks and regional support personnel.
• Perform system reboots as requested by system owners and as part of scheduled maintenance.
• Acts as contact point for vendors during installation, rearrangement and/or removal of equipment when primary system owner is not available.
• Validate system backups, manage tape rotation as directed, support tape libraries and related backup systems.
• Research, test, recommend and implement monitoring tools as needed.
• Develop scripts to automate systems checks and provide summary of results.
• Manages customer expectations. Keeps the customer aware of updates for critical issues and related business impact. Obtains customer sign off when issue is resolved.
• Keeps management well informed on a timely basis of progress, status, and concerns for each assignment.
• Maintain high level of systems knowledge by working with system owners, vendors and attending classes as needed.
• Effectively communicates ideas and information to peers, management, and customers.
• May be responsible for training, mentoring, directing, and validating the work of less experienced/knowledgeable analysts.
• Performs other duties as assigned.
• Perform account administration procedures for Windows and Unix based systems.

Skills Summary:

• Must have 3 to 4 years experience with Microsoft Operating Systems or Unix, LAN implementation/support.
• Must have 1 to 2 years experience with client server applications in a 2-tier and 3-tier architecture.
• Intermediate level knowledge of DOS commands and batch coding in an NT environment.
• Intermediate level knowledge of Unix commands and batch coding in a Unix environment.
• Intermediate level knowledge of MS Office Suite, MS Back Office, Attachmate’s Extra, Pro Comm software.
• Intermediate level knowledge of client server hardware platforms.
• General knowledge of LAN/WAN components.
• Intermediate level technical writing skills (white papers).
• Ability to manage resources on small to medium projects.
• Intermediate level of analytical, problem solving, multitasking, and time management skills with consistent attention to detail. Intermediate level understanding of analytical techniques.
• Intermediate level functional understanding of the assigned retail business area (logistics, credit, and so forth) and how it interacts with other areas of the business and detail processes. Overall understanding of the MST suite of systems and their interdependence is a plus.
• Intermediate level leadership, organizational, teamwork, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels.
• Intermediate level conflict resolution, negotiation, and consensus building skills.
• Intermediate level presentation and written and verbal communication skills. Ability to effectively communicate technical issues and solutions to all levels of business.
• Ability to effectively share technical information and train and mentor less experienced or knowledgeable team members.
• Experience with HPOpenview, HP Insight, NetIQ, Lotus Notes and Clarify is a plus.
• Experience in a Network Operating Center is a plus.
• Bachelor's degree preferred and 2-4 years of experience of related experience and/or equivalent combination of education and experience.

Macy's Systems & Technology (MST) is the information technology division of Macy's Inc. Macy's Inc. is the nation's largest operator of department stores with over 800 department store locations in 46 states. In addition, we operate major catalog and internet operations for Bloomingdale's and Macy's. Macy's Systems & Technology is headquartered in Johns Creek, a suburban setting northeast of Atlanta, Georgia.

We offer competitive salaries, comprehensive benefits and a merchandise discount.

Macy's is an equal opportunity employer, committed to a diverse and inclusive work environment.