Service Delivery Analysts II

FIS

About The Position

FIS Management Services, LLC seeks Service Delivery Analysts II in Jacksonville, FL to perform support activities required to maintain a high level of availability and stability for one or more applications including incident/problem analysis and resolution, change deployment and certification, application performance, application operations management and development support. Provide technical support activities for a software production processing environment. Install, maintain and support application/source code and/or its components and subsystems including third party software. Detect, diagnose and report related problems. Analyze and resolve incidents, problems or known errors related to failures in application and supporting software components. Provide technical assistance to programming staff in the analysis of application software amends, performance, and resource consumption. Create and maintain complete documentation relative to the support of application software. Provide support for applications and supporting software. Provide consultation to internal users with regard to software capabilities and use. Follow escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner. Use appropriate diagnostic tools to isolate and resolve incidents, problems or known errors. Assist development teams in requirements definition, system design and delivery of projects. Verify technical specifications for development projects. Act as project liaison/Services Delivery advocate on projects. Assist client support with development of internal and client directed communications related to incidents, problems or known errors. Plan and support application specific disaster recovery activities including development and maintenance of documentation. Conduct production support validations/certifications and accepts turnover from development. Provide standardized operational reporting metrics to business as well as information technology management. Monitor and maintain product availability, capacity and performance for products based on defined service level. Provide support to the application security functionality and related administrative and audit services. Participate in change management reviews; confirmation of changes implemented and validate associated documentation.

Requirements

Bachelor’s degree or foreign equivalent in Computer Science, Information Technology, Data Science or related field and five (5) years of progressively responsible experience in the job offered or a related occupation: providing technical support for software production environments, including installation and maintenance; troubleshooting applications and third-party components using ELK Stack, Splunk, Dynatrace, and Unix; diagnosing and resolving incidents and problems related to application and software component failures, using Dynatrace, ELK Stack, and Splunk diagnostic tools adhering to defined escalation procedures and service-level agreements; collaborating with development teams on requirements gathering, system design, technical specification verification, and project delivery, utilizing Jenkins, Bitbucket, Confluent Kafka, Cloudera Kafka tools and programming skills in Java; creating and maintaining detailed documentation for application support and disaster recovery activities, while generating standardized operational and audit reports using ServiceNow and Bitbucket; assisting internal teams and users by providing technical consultation on software performance, resource usage, and application functionality using tools including SQL Developer, and supporting internal communications for incident management; and participating in change management and application security processes, implemented changes and documentation, and provided on-call support with periodic rotation using ServiceNow, xMatters, and Dynatrace tools.
In the alternative, the employer will accept a Master’s degree in the above listed fields and three (3) years of experience in the above listed skills.
Telecommuting and/or working from home may be permissible pursuant to company policies.

Responsibilities

Perform support activities required to maintain a high level of availability and stability for one or more applications including incident/problem analysis and resolution, change deployment and certification, application performance, application operations management and development support.
Provide technical support activities for a software production processing environment.
Install, maintain and support application/source code and/or its components and subsystems including third party software.
Detect, diagnose and report related problems.
Analyze and resolve incidents, problems or known errors related to failures in application and supporting software components.
Provide technical assistance to programming staff in the analysis of application software amends, performance, and resource consumption.
Create and maintain complete documentation relative to the support of application software.
Provide support for applications and supporting software.
Provide consultation to internal users with regard to software capabilities and use.
Follow escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
Use appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
Assist development teams in requirements definition, system design and delivery of projects.
Verify technical specifications for development projects.
Act as project liaison/Services Delivery advocate on projects.
Assist client support with development of internal and client directed communications related to incidents, problems or known errors.
Plan and support application specific disaster recovery activities including development and maintenance of documentation.
Conduct production support validations/certifications and accepts turnover from development.
Provide standardized operational reporting metrics to business as well as information technology management.
Monitor and maintain product availability, capacity and performance for products based on defined service level.
Provide support to the application security functionality and related administrative and audit services.
Participate in change management reviews; confirmation of changes implemented and validate associated documentation.