Network Systems Analyst - WashU IT

About the role

Scheduled Hours 40
Position Summary
Responsible for the analytics and administration of enterprise network and computer systems infrastructure. This includes capacity assessments, forecasting, trending statistics for the shared services supported infrastructure. Requires Information Technology Infrastructure Library (ITIL) expertise. Using this framework oversee change management, incident and problem metrics with the Shared Infrastructure engineering divisions adherence to developed standards. Serve as liaison between the Systems Operations Center and the engineering divisions.

Job Description

• Primary Duties & Responsibilities:
• Infrastructure Service Lifecycle Analysis and Management
• Ensure solutions are in compliance with network and systems by performing regular audit requirements.
• Enhance user and systems documentation and/or training programs.
• Perform process-mapping and analysis and identify improvements.
• Analyze hardware and process workload, including traffic and utilization trends to provide engineering group infrastructure recommendations.
• Provides support to team members during service transition into operations.
• Interfaces with users, consultants, technical teams and vendors for new and changing technology to improve operational effectiveness.
• Ensure data integrity of Configuration Management Database (CMDB).
• Analyze patches for interoperability prior to deployment.
• Documentation Review and document moves, adds or changes and maintain processes.
• Perform design recommendations and audits to appropriate teams and update CMDB environment.
• Identify, label and report on installed infrastructure and operational processes.
• Work with Data Center team to create and maintain network and data center drawings and store in designated repository with revision information.
• Maintain, Monitor and Problem Resolution
• Monitor enterprise networks and data centers remotely.
• Access networks and systems locally and remotely to identify and resolve issues and make/suggest improvements.
• Maintain and update monitoring infrastructure and automation tools.
• Respond to infrastructure alarms, taking appropriate action to classify, prioritize and resolve complex network and system issues.
• Effectively communicate incident status and technical issues to stakeholders.
• SOC Helpdesk and Trouble Tracking
• Work closely with other departments/organizations.
• Collaborating with other IT staff for requirements gathering and cross-functional tasks and issues.
• Respond to customer service requests in a helpful, professional manner.
• Respond to phone, email and ticket requests for services or troubles.
• Utilize trouble ticket system by documenting problems, progress and resolution.
• Communicate project/issue status with customers and stakeholders.
• Make approved network changes through proper change management procedures.

Working Conditions

Job Location/Working Conditions
Normal office environment
Physical Effort
Typically sitting at a desk or table
Equipment
Office equipment

Education

Required Qualifications
Bachelor’s degree or combination of education and/or experience may substitute for minimum education.
Certifications/Professional Licenses
No specific certification/professional license is required for this position.

Work Experience

Relevant Experience (1 Year)
Skills
Not Applicable
Driver's License
A driver's license is not required for this position.

Preferred Qualifications

More About This Job
CCNA/VCP/MCSA or equivalent.
ITIL Foundations Certified.
Higher-Education experience.
Strong Knowledge of ITIL and key ITSM concepts.
Excellent Written and Verbal Communication skills.
Strong Customer Service skills.
Knowledge of documentation standards.
Ability to translate between technical concepts and business requirements.
Ability to perform root-cause analysis, tracking known-errors and driving change.
Knowledge and experience configuring and installing Cisco routers and switches.
Knowledge and experience installing and maintaining ESX 5.
Knowledge latest version of Windows Server 2008/2012.
Knowledge of SAN and backup technologies.
Ability to analyze deeply complex technical problems and projects independently.
Ability to handle and prioritize multiple tasks in a fast paced environment.
Customer Service Skills and Expertise:
Must possess an aptitude for patience, professionalism, tactfulness and empathy;
must have the ability to assess the specific needs of the customer and be able to communicate these appropriately;
must possess the ability to clearly communicate with clients and team members through written and spoken word.

Education

Preferred Qualifications
Master's degree
Certifications/Professional Licenses
Cisco Certified Network Associate (CCNA) - Cisco, ITIL Foundations - Axelos Global Best Practice, ITIL Foundations - Center for the Application of Information Technology, VMware Certified Advanced Professional (VCAP) - vmware by BROADCOM, VMware Certified Professional (VCP) - vmware by BROADCOM
Work Experience
No additional work experience unless stated elsewhere in the job posting.

Skills

Business Requirements
Cisco Routers Switches
Communication
Customer Service
Driving Changes
Information Technology Infrastructure Library (ITIL)
IT Service Management (ITSM)
Microsoft Windows Server
Multitasking
Prioritization
Professional Etiquette
Root Cause Analysis (RCA)
SAN Servers
Tactfulness
Technical Knowledge
Tracking System
Working Independently

Pay

Grade G12
Salary Range $58,400.00 - $99,700.00 / Annually