Job Description :
Engagement Description
The Production Support Systems Analyst is responsible for:

- Daily monitoring of Production Support recurring tasks and monitoring of the tickets queue and email, log all relevant tickets, close all resolved tickets
- Analyze and identify root causes for Production Applications problems
- Take complete ownership of production problems and issues anticipating and mitigating risks, escalating issues appropriately and keeping all necessary parties informed, and formulating and implementing management approved work-around often in a critical timeframe
- Work with Applications Development and other IT Operations technical staff to develop and implement fixes in Production
- Liaise with customers to inform of progress of issues, request information, manage expectations and close out issues
- Proactively identify areas in client production applications and systems that can be made more efficient (thus reducing performance problems, potential bottlenecks, reducing reoccurring on-call problems, and dependence on manual processes) and present recommendations to IT Management
- Produce timely applications/system metrics reports for IT Management

Role Description
- Proficient in Microsoft Product Suites (Word, Excel, and Visio)
- Experience defining business problems, gathering and documenting requirements, determining business solutions and verifying solutions meet requirements
- Prior experience in a quality assurance testing role or application development role
- Strong understanding of SDLC methodology
- Prior experience in an IT Application Support role
- Ability to handle extreme workloads with general direction
- Relationship management and facilitation skills
- Possess strong written and verbal communication skills
- Proficient problem solving skills
- Strong organization skills
- Must be detail-oriented
- Must be self-motivated and able to work independently and in conjunction with team members
Preferred Project or Engagement Background
Eliciting requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.

Critically evaluating information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.

Proactively communicating and collaborating with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: Functional Requirements Documents, Business Requirements Document, Use Cases, GUI, Screen and Interface designs, develop, monitor and conduct application testing

Working independently with users to define concepts under the direction of project managers

Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.

Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.

Ability to interpret business logic and identify points of failure based on source code and/or error logs as part of production support for business functions within scope of expertise.