Production Support Analyst

What success looks like in this role :

• Primarily a technical support role, perform Tier 2 service desk responsibilities as it relates to enterprise systems and application software
• Engage in Incident and Service Request Management activities to resolve issues and respond to service related requests that are beyond the scope of the client’s first level help desk support group.

This may include but is not limited to questions about operation, user access, configuration, customization, and usage of software products.

• Perform remote technical support and interact with clients by telephone, chat and email, ensuring that initial response, ongoing communication and resolution times are within established SLAs.
• Provide alerts and situation status information to both client and Unisys management.
• Be able to apply diagnostic techniques to identify problems, investigate causes and recommend solutions (i.e. log analysis using tools such as Splunk)
• To support Problem Management, be able to correlate information from past support tickets and / or release requirements to support findings.
• Work with other service providers to ensure that the client’s service levels and technical requirements are met.
• Conduct root cause analysis of recurring problems for defined projects or major incidents
• Analyze code and / or requirements documents to determine whether the application is performing as expected or whether there may be a code defect.
• Perform minor bug fixes to Oracle database procedures, and other code objects as needed following established configuration management procedures
• Analyze error logs and replicate production issues in a non-production environment to assist in identifying and troubleshooting production issues
• Support new product and / or system implementations as required
• Prepare, approve and coordinate the implementation of technical documentation and ensure that technical and client documentation is clear, current, accurate and complete.
• Identify relevant training needs and conduct training sessions for other analysts.
• Assist in identifying efficiencies and opportunities for improvement

You will be successful in this role if you have :

• University degree or equivalent combination of training, education and experience
• Expectation is 1-2 years of relevant IT experience, preferably in a support capacity.
• Possess excellent communication skills, both written and verbal as calls with clients to assess a variety of situations will be a daily activity.
• Strong analytical skills and attention to detail are critical along with the ability to translate technical findings to business-speak when communicating with non-technical end users
• Must be client focused, display interpersonal skills and be an effective team member
• Demonstrate ability to think outside the box to troubleshoot a wide range of technical and environment related support issues
• Development experience with SQL is a must, SQL Server or Oracle preferred
• Experience supporting an enterprise system or Commercial Off-the-Shelf (COTS) software application suite
• Development experience with Crystal or similar reporting software
• Experience with Microsoft Word merge template development
• Experience supporting web applications built using JSP, JS, Java, .NET, REST and SOAP services
• Ability to function as an integral member of a team, within strict deadline or time constraints, with multiple and often shifting priorities
• Flexible to work after hours and / or weekends to support release, maintenance or production support activities as requested (minimal)

Additional Assets :

• Previous experience working in a Service Desk environment following ITIL processes
• AMANDA Product Suite experience would be an asset as this is the core product supported
• Knowledge of Tomcat and / or Weblogic environments from a developer perspective (not a system administrator)
• Experience with Groovy programming language would be an asset
• Experience working with Unix scripts / commands

Note : Candidate must reside in Canada due to contract requirements

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Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.