Production Support Analyst

Responsibilities

• Monitor the production applications, scheduled jobs, and incident management ticketing system.
• Receive incidents and requests from end-users, analyze them, and either respond to the end user with a solution or escalate to the appropriate resolver group.
• Aid in creating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs) for other groups.
• Collaborate with Development teams to troubleshoot incidents, research root causes, and provide details which can help to prioritize stories.
• Write SQL queries and analyze tables, grants, functions, procedures, packages and triggers.

Qualifications

• Bachelor’s degree and 5+ years of experience; or Master’s degree and 3+ years of experience; may accept additional experience in lieu of degree.
• Experience with monitoring incident management ticketing systems and keeping production and scheduled jobs on track.
• Experience creating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs).
• Experience with SQL and Toad (a plus but not required).
• Problem-solving skills and capability to break down complex situations to discover and resolve root causes - both technical and process-related issues.
• Good communication skills, both verbal and written, with the ability to discuss issues with customers and other team members.

Pay

Target salary range $80,001 - $120,000.