Network/System Analyst - Application Support Analyst

Network/System Analyst - Application Support Analyst

Very good communication and coordination skills are essential. Research, design, develop, and test operating systems-level software, compilers, and network distribution software for general computing applications. Set operational specifications and formulate and analyze software requirements. Apply principles and techniques of computer science, engineering, and mathematical analysis.
- Code and configure system as required; - Create workflows, scripts and modules to design specification;
- Write or maintain documentation that describes installation and operating procedures for application code;
- Work with Quality Assurance/System Analyst to assist with the evaluation of application code;
- Participate in requirements gathering, planning and estimating with team of developers, analyst and testers;
- Perform reviews of application code to assure coding quality and standards;

We expect vendor to provide backup in the case of any out of the office occasions, either vacation, sick leaves, etc.

ROLE PURPOSE:
Application support for a conference/event booking. Very strong in effective communication to different level of associates at Novartis. Excellent coordination skills required. Willingness to work overtime if needed. Fluent in English is a must, any other language in beneficial.

MAJOR ACCOUNTABILITIES:

1 PROCEDURES RELATING TO GLOBAL ITSM PROCESSES

EVENT MANAGEMENT
* Solves incidents triggered by events
* Identifies improtant events, defines correlation Matrix and provides inputs for automated monitoring
* pro-active monitors events in logs where automation is not possible (daily check routines)

INCIDENT MANAGEMENT
* Solves incidents from incident queue
* Manages Condeco support level for incident resolution (if needed)
* Documents knowledge

MAJOR INCIDENT MANAGEMENT
* Identifies and groups particular incidents
* Participates or coordinates major incident resolution, manages Condeco support level

PROBLEM MANAGEMENT
* Identifies problems or revises problems identified by problem manager/other groups
* Performs root-cause analyses and documents findings in Knowledge database with Known errors

REQUEST FULFILLMENT
* Performs tasks related to requests which are defined in the Catalogue of Service Requests
* Categorizes, prioritizes non-standard requests; validates them and perfroms tasks needed for fulfillment or passes these for processening in the correct process (Change Mngt.)

CHANGE MANAGEMENT
* Contributes to change verification, assessment and planning
* Performs testing, implementation and post-implementation review

CONFIGURATION MANAGEMENT
* Contributes to the global Configuration Management (identify/control/report updates in CMDB and Condeco solution)

2 SERVICE SPECIFIC PROCEDURES

ACCESS MANAGEMENT
* Contributes to the Access Management process (supports L1; manages administrator persmission or user permissions where not possible via L1 support or interface)

RELEASE AND DEPLOYMENT MANAGEMENT
* Contributes to planning, ensures proper testing and deployment
* Manages Condeco support level

AVAILABILITY MANAGEMENT
* Contribute to the Availabiltity Management process, ensures the solution is available during common operations, backups and performs or coordinates recovery if needed

CAPACITY MANAGEMENT
* Provides reporting, predictions and other inputs for Capacity Management process

SERVICE LEVEL MANAGEMENT
* Ensures fulfillment of SLAs by BAU operations, address issues and CSI topics (via other processes), contributes to regular reporting

BUSINESS RELATIONSHIP MANAGEMENT
* Provides inputs for Service Manager/Owner and hepls to create reports/summary

3 OTHER OPERATIONS TASKS (performs or contributes to)
* Job scheduling
* Performance tuning
* Backup/Recovery
* Basic Condeco application maintenance and administration

EDUCATION/EXPERIENCE:
Fluent English speaker/writer
Excellent communication skills
Extensive experience with the applications/operating systems support (IIS, ASP, ASP.NET 2.0, COM+, Web Services, Ajax)
* SQL operations, basic optimization and maintenance (MS SQL server)
* Windows patching, tuning of services, basic troubleshooting  (MQ services, IIS, Exchange Web Services, network, API)
* Basic frameworks and troubleshooting (ASP, ASP.NET 2.0, COM+, Web Services, Ajax, networking)
* Basic Condeco application troubleshooting
* Basic synchronization issues troubleshooting

KEY REQUIREMENTS:
Application management/Application support
Service or Operations Management
Vendor Management (operations)
Customer awareness/relations ship
Reporting
MSFT Office 365 (basic)