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7256 - Systems Analyst II

RES currently has a Systems Analyst II position open in the Broomfield, CO office

Summary:

The Systems analyst is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the specialist ensures all incidents are analysed, resolved, and reported back within the promised timeframes.

This Americas IT function forms part of the wider Global Services function. The successful candidate will work closely with the regional and Group IT as well as business functions to support the applications environment as required.

Specific duties:

  • Contributes to the development of service strategy to mitigate software, hardware, and networking issues
  • Contributes to the development of business support standards, processes and procedures, and guidelines for incident management
  • Troubleshoots and resolves IT issues via phone, web, and in-person channels
  • Ensures all incidents are resolved against SLAs
  • Reports on help desk and support using uptime and ticket-related performance metrics
  • Partners with IT and business personnel to discuss the impact of incidents on products and services
  • Tracks and reports all open and closed incidents to leadership teams
  • Proactively learns new product and service technologies

Knowledge, Skills and Abilities:

REQUIRED KNOWLEDGE

  • Experience using help desk ticketing software
  • Experience with incident troubleshooting and escalation
  • Familiarity with ITILv3 or related service delivery frameworks

REQUIRED SKILLS

  • Business acumen
  • Strong customer service mind-set
  • Ability to prioritize and quickly resolve issues
  • Excellent written and verbal communication skills
  • Excellent analytical and problem solving skills
  • Effective prioritization and project management skills
  • Understanding of business processes as it relates to software 

REQUIRED EXPERIENCE

  • Demonstrated ability to take the initiative and think creatively
  • Ability to interact successfully with people in a customer-facing role

PREFERRED EXPERIENCE:

  • Project management familiarity (as a team member)
  • Improvement methodologies – LEAN, Six Sigma, Kanban, etc. 

Qualifications:

MINIMAL QUALIFICATIONS:

  • Excellent written and verbal communication skills
  • Understanding of common operating systems (especially Windows)
  • Curiosity, a desire to solve technical problems
  • A desire to help people work more efficiently and effectively
  • 1-3 years in a service delivery / applications role
  • 1-3 years of experience and demonstrated understanding and troubleshooting of common applications and application architectures

PREFERRED QUALIFICATIONS:

  • ITILv3
  • SQL
  • Agresso business processes
  • HCSS suite (Heavy Job, Heavy Bid, E360) 

Physical requirements and environment:

The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Performs primarily sedentary office duties with occasional travel to other Company offices or construction sites.  Incumbent may occasionally lift up to 10 pounds and may be required to sit, stand, walk and use a computer.

We maintain a drug-free workplace.  Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.

 RES Americas is proud to be an EEO employer

 

Apply

Location: USA

Contract Type:Full-Time

Type of Role: IT

Reference Number: 7256