System Administrator

Description:

System Administrator O365

Location - Jacksonville, Florida

The core responsibilities of the Service Management Analyst are: -

• Ensures that team members provide timely and considerate customer service to end users.
• Quickly and efficiently addressing any customer escalation.
• Investigating and quickly resolving problems.
• Ensuring Incident and Request queues are actively monitored and kept within KPI SLAs.
• Analyse and identify trends in issue reporting and devise preventative solutions, offering suggestions for process improvements and developing the new procedures.

Key Relationships/Interactions: -

• SRE
• Product Management
• Business Users / Managers
• Project teams
• Incident Management
• IT Facilities Management
• Various internal Support teams e.g. Network Operations.
• Various external vendor support teams

Experience/Exposure

• 3 – 5 years’ experience in IT large corporate environments, specifically in controlled production environments or in Financial Services Technology in a client-facing function.
• 3 – 5 years’ practical experience supporting technical end-user platforms such as:
• Virtual Data Rooms (VDR) / DocuSign / SharePoint Online / OneDrive / MSOffice
• Experience in co-ordinating routine production activities and resource scheduling
• Experience of run-book execution
• Experience of supporting complex application and infrastructure domains
• Experience of supervising a team
• Experience working with SLAs.
• ITIL / best practice service context
• Familiarization with Agile
• Profound analytical skills
• Ability to work in virtual teams and in a matrix structure.
• Working knowledge of incident tracking tools (i.e., Service Now, etc.)