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IT Systems and Support Analyst
Ref No.: 18-00525
Location: South San Francisco, California
Position Type:Contract
Title: IT Systems & Support Analyst
Location: San Francisco, CA (south)
Type: Contract

SUMMARY:
Responsible for ensuring that IT's customers experience professional and efficient service when being assisted with day to day IT needs, as well as, project based IT assistance.  This position will have a hand in virtually every aspect of IT in the company, including but not limited to, Software Deployment, Patch Management, Single-Sign-On, VPN services, VOIP telephony, Video Conferencing, Systems Imaging, Digital Signage, Networking, Cloud Storage and Enterprise Monitoring and Management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Improve on existing IT systems by studying current practices and designing modifications to align with industry best practices and to ensure scalabilit
  • Recommend new IT controls by identifying problems and writing improved procedures
  • Coordinate tactical-related business requests for IT development enhancements
  • Plan, facilitate and execute system/functional testing and UAT for projects and enhancements
  • Understand the relationships, dependencies and impact of neighboring business functions
  • Understand core systems, applications and technical platforms
  • Prepares technical reports by collecting, analyzing, and summarizing information and trends
  • Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks 
  • Participate in societies which focus on service and application delivery excellence
  • Maintains high levels of trust with the customers of IT by following IT best practices and providing solutions that positively impact the business needs of our users
  • Produce references for users by writing and maintaining user documentation to support end user knowledge and training
  • Produce references for technical staff by writing and maintaining documentation to support technical  knowledge and training
  • Provide operational support to existing and new applications and respond to application support issues from multiple business customers
EDUCATION/EXPERIENCE/SKILLS:
Education:
  • BS/BA degree in related discipline and 8 years of related experience; or,
  • Equivalent combination of education and experience.
  • May require certification in assigned area.
Experience:
  • Typically requires a minimum of 10 years of related experience and/or combination of experience and education/training research in IT
  • Four plus years of experience as an IT Analyst or Applications Analyst
  • Four plus years of customer service experience
  • All the following are desirable: MS Office Cert (MOUS), MCP, ITIL (all), Project Management Courses
Knowledge/Skills/Abilities:
  • Ability to effectively interface with staff at all levels.
  • Exceptional communication, teamwork and influencing skills that foster a collaborative and continuous-improvement environment.
  • Excellent facilitation and organizational skills.
  • Strong critical / analytical thinking and problem-solving skills.
  • High energy level, adaptive and a strong team player with a good work ethic.
  • Experience planning, facilitating, eliciting, documenting and managing business, functional and technical requirements.
  • Experienced in test planning, test case development and execution.
  • Working knowledge of a variety of technologies and platforms, experience with Enterprise Cloud platforms a plus
  • Experience with Microsoft Project or Smartsheet, Office and Visio.
  • Ability to manage multiple, concurrent projects, activities and tasks under time constraints.
JOB COMPLEXITY:
  • Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
  • Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
  • Networks with key contacts outside of own area of expertise