Application Production Support Analyst I

Brown Brothers Harriman•Jersey City, NJ

1d•$85,000 - $95,000•Onsite

About The Position

The Application Production Support Analyst will assist in the monitoring and handling of all BBH distributed and mainframe platforms. The candidate will learn and utilize a broad range of skills in support of various IT disciplines. Candidate will perform a variety of tasks including system operations, first level help desk support and first level infrastructure/ application support. The employee will utilize their communications skills in effectively documenting incidents and provide timely updates to Sr. Management. This is a fast paced environment with frequent interactions with Business and Application teams. Candidate will also participate in small to medium size projects in support of the department objectives. This role is specifically for the following shift: Monday through Friday (8am to 4pm (+1) EST) – U.S. based

Requirements

Available for the applicable scheduled work week noted above.
Available to work occasional overtime and some holidays
Basic understanding of mainframe and distributed software tools
Capability to perform first level support for Linux and Windows platforms
Knowledge of standard desktop tools, such as Microsoft Office suite including Microsoft Outlook.
Motivated individual interested in working with other IT teams
Demonstrate customer service skills when performing second level phone support of desktop, application and security needs
Strong verbal and written communication skills – Fluency in English
Experience meeting deadlines and service deliverables
Ability to multi-task in a fast-paced environment
Strong organization and prioritization skills
Ability to effectively communicate technical concepts to non-technical colleagues
Flexibility, adaptability and willingness to learn both new and existing technology
BA/BS Information Technology, +1- 3 years’ relevant experience preferred
Will consider Entry Level candidates with a BA/BS in Information Technology with sufficient relevant coursework, that demonstrate a high level of technical knowledge and aptitude.
H.S. + equivalent experience

Nice To Haves

Experience with mainframe and/or distributed scheduling concepts is a plus.
Experience in an ITIL environment preferred

Responsibilities

Perform first level support responsibilities for various platforms (Windows, Linux, Mainframe)
Handle both Mainframe and Distributed job scheduling responsibilities.
Manage production activities via various mainframe and distributed tools. Initiate corrective actions in a professional and timely manner when applicable.
Provide second level phone support for a variety of desktop, application, security and data accessibility incidents/requests.
Perform Incident Management responsibilities, including the managing of the incident tickets, collaborating with support teams, effective communication of issues and detailed documentation of events.
Manage the distributed scheduler infrastructure and handle the application administration duties.
Provide professional phone support to our global users and clients.
Monitor transmissions from business partners and follow contingency plans, as needed.
Serve as an escalation point for all system support teams.
Perform testing activities as required by the application developer teams.
Create detailed incident, problem and request documentation in support of the user/client needs.
Perform Data Center facilities management (Assets Mgmt, Change Mgmt, Security Administration)
Direct vendor maintenance activities for all BBH locations.
Continually help ensure that operational documentation, procedures and standards are developed and maintained.