The Systems Analyst, Production Support provides advanced feature and product defects (Level 2) support for production systems directly and through developers. Level 2 support includes coordination of information technology (IT) and business user resources for prompt escalation and resolutions of production system defects. This role analyzes user requirements, procedures, and problems to automate processing or to improve existing computer systems. The systems analyst reports to the director, IT production support.
Troubleshoots and resolves complex system issues to meet business priorities.
Confers with personnel of organizational units involved to analyze current operational procedures, identify problems, and learn specific input and output requirements such as forms of data input, how data is to be summarized, and formats for reports.
Writes functional specifications: detailed description of user needs, program functions, and steps required to develop or modify computer program.
Reviews computer system capabilities, workflow, and scheduling limitations to determine if requested program or program change is possible within existing system.
Studies existing information processing systems to evaluate effectiveness and makes suggestions to improve production or workflow as required.
Prepares workflow charts and diagrams to specify in detail operations to be performed by equipment and computer programs and operations to be performed by personnel in system.
Plans and prepares or updates technical reports, memoranda, and instructional manuals as documentation of program development.
Suggests upgrades and error corrections to maintain system after implementation.
Assists software engineer in resolution of work problems related to flow charts, project specifications, or programming.
Prepares and communicates time estimates for completing assignments.
Directs and coordinates work of others to develop, test, install, and modify programs.
Participates as a business analyst or quality assurance analyst as IT workload requires.
Develops and maintains system documentation to ensure operational efficiency.
Actively participates in the change management process.
Participates in on call rotation.
Performs other duties as assigned.
Work Environment and Physical Demands:
Normal office and data center environment in Charles Town, WV.
Travel to branch offices at multiple locations.
Core coverage hours of support are Monday – Friday 8:00am – 5:00pm but will be part of the rotating 24x7x365 on call schedule.
Excellent written and verbal communication skills.
Ability to acquire information and understand the business.
Excellent service and student orientation.
Ability to think strategically, including change and innovation.
Excels in performance management.
Ability to plan and monitor for results.
Ability to make rational decisions.
Ability to communicate and influence.
Willingness and ability to learn new skills.
Bachelor's in Computer Science or Information Technology.
2-5 years of experience in a complex IT organization.