IT Operations Systems Analyst
- Administration, maintenance and support for all assigned software applications
- Research, troubleshoot and resolve issues assigned software application products.
- Provide day to day support of ServiceNow for IT personnel and the business, including facilitating changes within the Incident and Request modules in ServiceNow
- Identify recurring issues/problems and provide recommendations to eliminate or reduce trends
- Facilitate management and resolution of complex incidents/problems engaging other IT Teams and vendors as needed.
- Perform root cause analysis follow-up, as required - Ability to thoroughly document RCA details and make recommendations on improvement
- Ensure smooth transitions from system changes/updates and projects into daily operations
- Work on minor enhancements to software systems
- Participate in Disaster Recovery and IT Business Continuity processes and policies
- Create and maintain technical and end-user support documentation
- Meet technical and business SLA's
- 6+ years of IT Operations experience (support, maintenance, and administration)
- 3+ years of Back Office support experience (HR/Payroll/Finance systems administration)
- Experience in iSeries programming languages such as Java, SQL, RPG, RPG/LE, CL
- Experience with operating systems (i.e. iSeries, Microsoft and Linux)
- Experience in Cloud (preferably OCI) and SaaS product
- Experience with Microsoft Office tools
- Experience utilizing ServiceNow and JIRA
- A self-starter who can prioritize, and work both independently and efficiently in a fast-paced environment
- Excellent communication and customer service skills
- Experience with performing technology audits
- Experience writing SQL
- Experience with performing technology audits
- Bachelor's Degree (Business, Information Systems, Computer Science)
- Expert level expertise in Microsoft Office tools
- Development experience a plus
- 3+ years' experience in Retail Industry
- ITIL Certificate
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