Global Command Center Systems Analyst

Grainger Businesses • Jacksonville, FL

1d • $28 - $46 • Hybrid

About The Position

This role involves the handling and resolution of escalated events, incidents and problems across Grainger's Enterprise IT landscape including production networks, systems and major applications; assisting and in maintaining the highest level of system availability and performance; ensuring that all service level objectives are met; and working and Level 2/3 engineers to quickly restore planned and unplanned Grainger IT services outages.

PLEASE NOTE: This is a Hybrid role that requires all candidates to be based full time in the Jacksonville, FL area willing and able to work the 3rd shift from 3.00PM to 11.00PM EST from Tuesday through Monday (including weekend days Saturday and Sunday) and off on Tuesdays and Wednesdays. This Hybrid role will allow mostly Work From Home with occasinal onsite office meeting work days.
NO VISA SPONSORSHIP IS AVAILABLE AT THIS TIME.

Requirements

• High School Diploma/GED or equivalent experience preferred
• Bachelor's Degree College degree in Computer Science preferred
• Experience with Automation using tools such as Ansible Automation Platform systems.
• 2+ years experience working in a Network Operations Center or Command Center environment required
• 2+ years experience working with 24X7 highly-available infrastructures including Unix, Linux, Windows, VMware, EMC SAN storage, and Cisco LANs and WANs required
• 2+ years experience troubleshooting enterprise systems and networks required
• Experience with ITSM tools (ServiceDesk, Service-Now, Remedy, and etc.)
• Experience with IT event monitoring and scheduling tools (i.e.& Netscout, Zenoss, Splunk, Redwood, etc.)

Responsibilities

• Resolve IT service events, incidents and problems escalated by Level 1 GCC Coordinators
• Ensure IT service availability and performance goals and objectives, outlined in SLAs and OLAs are met on a consistent and continual basis
• Assist and mentor Level 1 GCC Coordinators in proactively monitoring Grainger IT environments to prevent the occurrence of incidents and problems
• Follow, execute, and maintain runbooks to resolve application incidents
• Ability to navigate through monitoring dashboards such as Splunk and Dynatrace to analyze application issues
• Follow and execute incident, problem, request, release, change, knowledge and continuous improvement processes
• Collaborate with GCC staff, vendors and stakeholders to assess severity and scope of events and incidents in order to prioritize resolution
• Contribute to the creation and maintenance of GCC standard operating procedures and knowledge articles used by the GCC staff
• Develop and document workarounds that quickly restore IT service
• Support problem management process to prevent recurring events and incidents

Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level