Infrastructure Service Support Analyst Job Description
Infrastructure Service Support Analyst Duties & Responsibilities
To write an effective infrastructure service support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included infrastructure service support analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Infrastructure Service Support Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Infrastructure Service Support Analyst
List any licenses or certifications required by the position: ITIL
Education for Infrastructure Service Support Analyst
Typically a job would require a certain level of education.
Employers hiring for the infrastructure service support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Technical, Information Technology, Graduate, Computer Science, Engineering, Mathematics, Electrical Engineering, Computer Engineering, Education
Skills for Infrastructure Service Support Analyst
Desired skills for infrastructure service support analyst include:
Desired experience for infrastructure service support analyst includes:
Infrastructure Service Support Analyst Examples
Infrastructure Service Support Analyst Job Description
- Supporting the monthly demand planning cycle
- Assisting with the allocation of supply to customers
- Represent CCB PAC and CCB interests in firm wide and CCB forums and will act as a primary point of contact for PAC process and tool efforts
- Provide documentation of processes involved with support duties and contribute to the knowledge database
- Work with senior team members and management to evaluate and assign work to engineering staff
- Track and monitor workload progress, ensuring timely delivery and helping to eliminate blockers
- Ensure various systems of record remain evergreen with accurate and timely updates
- Face off to other Demand and Program Management offices to provide updates and execute on process deliverables
- Work with senior team members to provide ad-hoc analysis of various data types
- Collect, compile, organize and manage complex sets of data
- Knowledge of JPMC IT support models, processes and practices
- Computer Science degree or equivalent industry experience
- Any of the following Quality Management methodologies CMMI, Six Sigma, TQM (desirable)
- Ability to write necessary queries using SQL or other language in an effort to rationalize / normalize data from disparate systems
- Storage and capacity of all types (NAS, SAN, local)
- Expert troubleshooting skills across technology stacks (server, OS, DB, network, security
Infrastructure Service Support Analyst Job Description
- Executes within a client centric environment for teams and contributors
- Works well with team members, develops meaningful relationships to achieve common goals, and communicates effectively to gain shared understanding of strategic requirements
- Works to increase speed of delivery without compromising quality
- Working knowledge of the business(es) supported is a plus
- Analytic programming & reporting skills
- Knowledge of Agile procedures a plus
- Develop a stringent review process of all contracts that are currently in place supporting BIS services
- With the use of more detailed monthly reporting from the vendors ensure contractual SLAs are continually being met
- Familiarity with Storage terminology a plus
- Minimum 3+ years operating in Linux based environment
- Background in systems project life cycle, with emphasis on systems analysis and software support
- Sybase/Oracle, ability to debug Stored procedures, Triggers, Ability to write complex SQL to aid in business queries
Infrastructure Service Support Analyst Job Description
- Able to work on individual tasks collaborate in a team
- Ability to manage and split time across multiple projects and priorities
- Good technical aptitude, willingness and ability embrace new tools and systems quickly
- Able to build and maintain exceptional customer relationships
- Identify Configuration Items (CIs) across IT and map to the ServiceNow application model
- Control CI information, ensure upstream/downstream relationships are built connecting CIs to Application/Technical Services and validate the relationships
- Expert in Linux with experience with Shell scripting
- At least 2 years working within a technology or technology management team
- Experience in process management and tracking
- Management of Agile processes (Scrum, Kanban) and tolls (Jira) a plus
- Experience developing metrics and dashboards a plus
- Experience with data gathering and analysis tools such as SQL, R, Python, Octave, Matlab or similar a plus
Infrastructure Service Support Analyst Job Description
- Provide reporting and metrics on CI information upon request
- Baseline CMDB and track changes against the baseline
- Ensure the linkage between CMDB and ITIL Processes, such as Incident, Problem, Change, Service Catalog and Financial Management are maintained and offer optimum value
- Keep test plans related to CMDB and Auto discovery updated
- Participate in ServiceNow Release schedule
- Work with the Asset Management team to ensure Asset & CMDB are in synchronization
- Perform verification and regular audits of CMDB information
- Provide management information about Configuration Management, quality and operations, risks and for trending
- Maintain quality of CI information entered into ServiceNow CMDB
- Maintain currency on policy and process documents
- Provide training on CMDB processes, reporting and associated tasks
- Receive and obtain notification of significant changes in the state and conditions of CIs
Infrastructure Service Support Analyst Job Description
- Should have working experience in ITSM and ITOM modules in ServiceNow
- Technical experience in ServiceNow CMDB Configuration Management and auto discovery
- Able to develop auto discover probes and business rules to meet requirements
- Demonstrated experience collaborating with application delivery, application development, project managers and business colleagues, delivering effective IT / business solutions
- Experience working in remote / virtual team and environment
- Oversees the delivery of IT asset and configuration reports, including management reports
- Maintains working knowledge of IT asset and configuration management industry practices
- Implement Asset management security standards in conjunction with Information security team
- Maintain IT asset and configuration management procedures (license compliance and expense management)
- Monitors compliance with IT asset management policies, procedures and standards
- 4 years university degree in Computer Science, Engineering, or Mathematics