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Production Support Analyst

  • Location: Irving, Texas, 75039
  • Job Type:Contract

Posted 20 days ago

Terrific 6+ month contract opening in Irving, TX for a Senior Production Support Analyst. Will provide 24x7 on-call support to retail partners and internal Single Point of Contact (SPoC)/IT RM team. Standard hours are Friday - Tues 8PM to 5AM. However, must be able to accommodate a flex schedule for training and support based on the needs of retail partners, which could cause hours and days to shift. One key responsibility will be supporting the rotating SPoC team during Major Incidents and events by assisting with engagement, communication, impact analysis and incident research. Should also have working knowledge of firewalls and networking/infrastructure to assist in submitting and overseeing successful implementation of partner requests (i.e., firewall changes, whitelisting URLs, and password/credential resets. 

Will be responsible for the review, management and analysis of contractual SLAs, review and classification of daily change records that impact the delivery of IT services to retail partners, monitoring those changes, reporting, process management, and incident management. Will also support overnight changes and validations to ensure all changes implement successfully, with minimal to no disruption to the IT services delivered to retail partners.  Will also be responsible for proactive monitoring using internal tools to identify potential risks to service and/or anomalies in applications the retail partners utilize.  This role does not require coding.

• Understands the company and retail partners’ IT structure and operational processes. 
• Analyzes and documents required information as it relates to retail partners (i.e., network diagrams, partner profiles, process documents). 
• Analysis and reporting of incident trend data to identify and eliminate root causes. 
• Review of raw data and reports to identify where possible repeat incidents are occurring across the organization and manage issues through to resolution. 
• Review and classify change records that impact the delivery of IT services to retail partners. 

Required Skills: 
• Service Now 
• Incident Management 
• Infrastructure knowledge (networks, firewalls, circuits) (prefer any knowledge of EJ Firewall, NICE Firewall, SARA Firewall)
• Analytical skills 
• Data Mining 
• Statistical analytics 
• Office Automation 
• Respond to SOC overnight inquiries – i.e. timeouts in the IVR 

Preferred Skills:
• Helpdesk 1 & 2 
• SQL 
• Programming Experience (VBA) 
• Working knowledge of Networking/Infrastructure to collect details and requirements for Firewall and other infrastructure requests 
• Understands technical design specifications. 
• May be involved with actual testing planning, development of scripts, and testing execution. 
• Identifies and documents system deficiencies and recommends solutions to key stakeholders. 
• Participate in postmortem investigations to identify root cause, develop long-term solutions, and implement process enhancements. 
• Working knowledge of retail services partner network diagrams and communicate how the partner’s technology interacts with company systems. 
• Coordinate partner and company changes with internal and external contacts, to ensure success of changes, with minimal disruption to the IT services delivered to the partner.