Infrastructure Analyst III - IT
4720 Piedmont Row Drive Charlotte, NC 28210
Senior IT Infrastructure Analyst
Provide enterprise level support of technologies needed for infrastructure and business applications. These technologies include, but are not limited to workstations, servers, storage, mobile devices and a variety of software. Integrate software to enable usage, support, and monitoring of various hardware technologies. Develop and maintain routine work procedures and define standard installation and upgrade methodologies. Responsibilities may include evaluation, acquisition, installation, integration testing, upgrading components and performance monitoring.
This is the third level of the IT Infrastructure Analyst classification hierarchy. Employees at this level manage work in infrastructure areas of specialization, with minimal supervision. Incumbents are expected to develop advanced skills and to have the ability to work independently, with guidance limited to unusual or complex projects or issues. They are fully competent in use of concepts and procedures. They identify problems, develop solutions and take actions to resolve.
Major roles and estimated % of time with minimal supervision:
Plans, designs, installs and/or supports computer systems. Facilitates technical and business planning for upgrades. Provides technical guidance related to software and hardware to members of the IT staff.
Develops (or assists in developing) standards for IT software and hardware. Assists in the design and implementation of required systems.
Implements best practices for systems health. Responsible for operational governance oversight, processes, and procedures.
Integrates software and hardware configurations to maximize performance
Coordinates hardware and software upgrades with other areas of IT or other business units.
Prepares activity and progress reports regarding individual and project activity.
Keeps abreast of new hardware and software developments, evaluates alternative approaches, and recommends new software or upgrades which enhance operations.
Monitors production operation of and maintain the availability of assigned applications. Involves reviewing and reacting to daily performance logs and providing 24X7 on call support. Responds to production emergencies (application down and logic errors) within the appropriate Service Level Agreement (SLA). Coordinates response for critical and high Incidents, System Disruption Events (SDEs), and major events. Assists users, answers user questions and assists users with defining business processes as necessary.
Works with, and supports, multiple application development teams to build and support Agile state-of-the-art automated deployment strategies and software deployment methods. Supports Development Operations activities and tools.
Leads troubleshooting for issues and implement fixes to assigned solutions. Is able to resolve complex issues that require significant freedom of action and sound judgment.
Communicates appropriate information including downtimes, change management, status, issues, defects, etc. to users, IT management and any other necessary audience. Is able to present information on technically complex subjects in an understandable manner in both oral and written form. Recognizes appropriate times to provide this communication.
Exhibits maturity, confidence and a proper level of assertiveness when needed. Effectively handles stress and frustration. Demonstrates the ability to absorb change and continue with positive results.
Works with vendors to implement and/or support (broke-fix, defects, maintenance, patches, upgrades, service packages) applications and solutions.
Utilizes waterfall and agile methodologies to develop and maintain applications. Works on projects as Subject Matter Experts (SMEs) and/or developer/Technical Lead. Provide knowledge and expertise gained from past experience.
Coordinates routine maintenance for emergency patches, service packs and upgrades (software) for assigned application/project. Involves working with operations/DBAs. Updates documentation of Atrium Discovery and Dependency Mapping (ADDM), Einstein, etc.
Utilizes appropriate Human Performance tools effectively in the course of activities, especially testing and implementation activities.
Provides recommendations and assists in decision making at an application/integration system level.
Researches and analyzes new technology
Designs modifications based on defined requirements and coordinates development efforts on maintained applications.
Processes Change Requests and Quality Assurance (QA) documentation for project implementations and support changes.
To successfully perform duties and responsibilities
Bachelor' s degree in Computer Science or a related discipline or equivalent direct work related experience.
2-4 years related experience
2-3 years practical experience with Operating Systems, Software and Hardware. 2-3 years of computer skills, including general usage and support.
Additional but not essential education or experience
Microsoft Windows system administration, installation, configuration, and deployment experience.
Experience with managing web application servers.
Experience with Microsoft Office 365 and Microsoft Azure solution administration, including Azure AD, and Azure SQL cloud implementations.
Solid PowerShell script development experience. Ability to create and manage automated maintenance and deployment scripts.
Experience working in and with Agile Development Operations. Experience working with continuous integration software development methodologies.
Experience with any or all of the following Development Operations Toolsets:
Familiarity, background and experience with administering Linux based systems.
Experience working with Agile project management methodologies. Experience working with Scum or Kanban work management methodologies. Experience working with Atlassian Jira work management toolsets.
Ability to work in a Cross-Functional Team environment.
Experience supporting SQL Server database centric applications.
Ability to thoroughly document work processes, communicate, and adhere to processes.
Strong oral and written communication skills
Strong inter-personal skills (listening, conflict management, approachability, negotiations).
Ability to effectively prioritize activities and focus team efforts based-on priority
Ability to research independently, multi-task, and meet deadlines under tight timeframes.
Ability to build working relationships with different levels within the organization.
Ability to work effectively in a work plan driven/team environment.
Ability to debug and resolve complex issues.
Ability to present information on technically complex subjects in an understandable manner in both oral and written form to business clients and management
Works independently with very little direct supervision
Recognizes appropriate times to raise issues and provide status updates
Demonstrates the ability to absorb change and continue with positive results
Displays maturity in approach and ability to effectively handle stress and frustration
Facilitate meetings and provide direction to others.
Environmental, Physical, Office, etc.
This role requires on call work including limited night and weekend work. Candidate will be assigned to an on call operations schedule.
Sedentary work exerting negligible amount of force frequently or constantly and/or up to 10 lbs. of force occasionally to lift, carry, push, pull, or otherwise move objects, including the human body, involves sitting most of the time at a computer, but may involve walking or standing for brief periods of time.
Works closely with Application Development Teams
Works closely with Operations Teams
Works closely with DBAs
Works closely with external software vendors associated with ongoing application support and maintenance activities.
2018-08-02 03: 20 PM - Shelton, Susan: 75.84 ***do not submit the same candidates from DUKEJP00004087***