Randstad System Service and Support Analyst in Merrimack, New Hampshire

System Service and Support Analyst


Merrimack, NH

Date Posted:

Monday, October 10, 2016

Job Type:


Reference #:



Randstad Technologies

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System Services and Support Analyst

Job Description:

Senior Production Support Specialist responsible for all production aspects of the Infrastructure & applications. This position will also provide on call evening and weekend support on a rotational basis, and be responsible for providing technical leadership to a small team of on- and off- Shore resources

Primary Responsibilities

  • Triage and escalate production incidents in a timely manner.

  • Independently manage high impact and critical production incidents with minimal guidance.

  • Understand, troubleshoot and mitigate issues on multiple technology platforms.

  • Work with software vendors and development teams to diagnose and troubleshoot problems.

  • Lead and manage multiple projects, and deliverables in a dynamic environment.

  • Provide clear, concise oral and written communication targeted across multiple levels of the organization.

  • Evaluate and oversee implementation of new systems & applications, ensuring adherence to application support best practices.

  • Provide guidance and oversight to other members, of the support team.

  • Analyze metrics, identify trends, provide recommendations, and develop best practices in incident / problem management programs.

  • Provide evening and weekend on call, and special event support on a rotational basis.

  • Develop technical and process documentation.

  • Eager to learn new systems & technology.

Education and Experience

  • Bachelor s degree in computer science, engineering, or equivalent experience.

  • 5+ years of production support experience

  • Strong knowledge of cross platform application environments, including cloud, network and storage systems.

  • Experience with problem management and documentation.

  • Financial services industry experience is a plus.

Skills and Knowledge

  • A self-starter and team player who is assertive, innovative, and can independently manage multiple responsibilities in a dynamic environment.

  • Highly effective business communication and influencing skills.

  • Strong process focus around change, incident and problem management.

  • Strong problem solving and negotiation skills.

  • Strong working knowledge in Linux/UNIX and Windows Server Environments

  • SQL and Data Analysis Skills

  • Disaster Recovery Experience

Flexibility & Adaptability

  • Is willing to experiment, risk, and seek resources to learn, grow, and find solutions

  • Adjusts to new or changing assignments, processes, and people.

  • Quickly understands the essence and the underlying structure of things

  • Rises to the challenge of unfamiliar tasks and responsibilities

Anticipates impact of change

  • Extends and deepens learning and effectively integrates new information and skills to enhance performance

  • Regards challenge as an opportunity for new learning; seeks out challenges in order to learn

  • Accepts new or radical ideas with an open mind; avoids snap reactions.

  • Can intuitively apply this new information to generate solutions to problems

  • Adeptly learns in the context of a challenge

  • Uses ingenuity to compensate without having the total picture

Problem Solving

  • Can independently lead triage calls across multiple support teams and customers in a timely and concise manner while exercising clear communication and follow through

  • Coaches others on applying fact-based decision making processes

  • Presents alternative options/ approaches to solving problems by generating cost/benefits associated with each solution

  • Applies research and/or additional benchmarking data to generate solutions

  • Creates clear and compelling arguments to communicate decision using available information and assumptions

  • Identifies potential impact of problems on other groups, processes, organizations, or issues

Incident Management

  • Draw conclusions from incident investigations resulting in recommendations for further system improvements

  • Recommends applications/tools to improve system integrity

  • Ability to identify users and situations that may be hazardous to the system/network and take action to prevent harm

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