Infrastructure Analyst

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  Experience with SNow Modules, EA/HAM/SAM, and CSDM principles is key to the success of these resources
  
  


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  The resources will be working and supporting the evolution of the IT Asset Management Team through the maturity and migration to these SNow modules and other day-to-day operational control activities
  
  


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  Internal and external team communications will be critical daily
  
  

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  SNow EA/HAM/SAM, CSDM
  
  


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  Business/Technical/Data Analytics
  
  


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  Communication/Documentation
  
  

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  Completes activities related to larger and/or more complex installations, configuration, operation, and maintenance of systems, hardware, and software, and related infrastructure. Ensures system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff and partners. Provides training to less experienced staff.
  
  

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  Respond to and resolve help desk escalations of a complex nature.
  
  


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  Create trending information of system issues and work with partner teams to clarify variables to support efforts to address identified issues from the analysis.
  
  


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  Create and document procedures for work order and request-based tasks.
  
  


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  Respond to and resolve identified technical incidents requiring expert problem-solving based on knowledge of the system and adjoining systems.
  
  


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  Use advanced diagnostic tools to troubleshoot issues.
  
  


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  Complete systems maintenance activities following Standard Operating Procedures (SOP), such as patching, health checks, operating system updates, validating changes, and maintaining operational and configuration standards. Research options when anomalies occur and choose the best course of action.
  
  


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  Schedule maintenance changes to reduce operational risk.
  
  


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  Participate in project work in cross-functional teams; lead technical team within a project, and provide input to design efforts.
  
  


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  Provide training to less experienced staff.
  
  


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  Complete evening responsibilities as scheduled.
  
  


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  Initiate, create, and document procedures for maintenance tasks and other needs to serve as a reference source.
  
  


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  Use tools to help automate processes and make systems more efficient, manageable, available, and secure.
  
  


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  Provide advice and recommend actions involving rather complex issues; resolve problems within established practices.
  
  


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  Participate in and support capacity planning and development of long-term strategic goals for systems and software in conjunction with the Engineering and Architecture departments.
  
  


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  Understand and adhere to the Company's risk and regulatory standards, policies, and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.
  
  


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  Promote an environment that supports diversity and reflects the brand.
  
  


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  Maintain internal control standards, including the timely implementation of internal and external audit points, together with any issues raised by external regulators as applicable.
  
  


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  Complete other related duties as assigned.
  
  

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  Minimum of 8 years of higher education and/or work experience.
  
  


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  Prior experience reading and digesting technical information.
  
  


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  Detail-oriented.
  
  


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  Strong written and verbal communication skills.
  
  


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  Prior experience interpreting and/or discussing terminology or concepts not familiar to many people with others.
  
  


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  Strong customer focus, including the ability to manage customer needs and multiple work priorities.
  
  


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  Prior project management experience.
  
  

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  Bachelor's degree in a technology-related field.
  
  


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  Certifications or special training in related technologies.
  
  


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  Prior experience leading technical teams toward a common goal or project within a larger project.
  
  

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually as applicable.