Sr. System Operations Center Analyst

Location: Minneapolis, MN
Date Posted: 08-23-2017
 NorthShore Resources has a contract opportunity for a Sr. System Operations Center Analyst  in Minneapolis, MN!

Responsibilities:
Execute defined procedures to fulfill roles in Event, Incident, Problem and Change management processes
Monitor and verify system performance and capacity
Define, write, approve and continuously improve procedures and operator instructions for monitors and system health checks. Create and audit job aides, process and procedures for documentation as it relates to system configuration, inventory, data mapping, processes, and service records.

• Document, track and monitor requests/problems and actions ensuring timely resolution and end-user satisfaction. 
• Support audit activities by developing and following policies, processes, and data/records
• Use and manage the ServiceNow service management ticketing system.
• Coordinate the incident management process including engaging technical and leadership staff, documenting and communicating status during the incident lifecycle, and thorough involvement through resolution of the incident. 
• Validate changes to IT systems completed successfully
• Conduct research on system platforms, architecture designs, services, and standards.  Recommend tool and process improvements and actively participate in implementation activities.  Drive continuous service improvement (CSI) activities to evolve Systems Operations Center maturity. 

Skills Required:
• Provide on-call rotation; after hours, weekend, and holiday support when required.
• 5-7 years related Network or Systems Operations Center (NOC) experience (or similar IT experience)
• Expert knowledge of major operating systems (Windows, Unix/Linux)
• Experience troubleshooting network connectivity on Cisco routers and switches using SSH, Telnet from a command line interface
• Expert knowledge and experience with IP troubleshooting, TCP/IP, DNS, ping, trace route
• Experience troubleshooting problems with vendors (EMC, IBM, Century Link, etc.)
• Experience using ServiceNow or similar service management software
• In depth experience using network monitoring systems such as HP Openview, Solarwinds Orion, and Cacti
• Experience managing high severity incidents for a medium to large IT organization
• Change planning, implementation, and verification experience
• Experience building process flows
• Excellent customer service skills
• Excellent oral and written communication skills
• Excellent prioritization and problem-solving
• Team oriented with excellent interpersonal skills
• Proven ability to act with a sense of urgency while maintaining composure and professionalism during critical situations
• Ability to be accountable for actions and take control of situations
• Proficient in MS Excel, Visio and PowerPoint
• Detail oriented and able to work in team or individual basis

Experience
• Experience troubleshooting network connectivity on Cisco routers and switches using SSH, Telnet from a command line interface
• Extensive experience with application performance and availability monitoring
• Advanced experience using network monitoring systems such as HP Openview, Solarwinds Orion, and Cacti
• Experience managing high severity incidents for a medium to large IT organization including demonstrated advanced problem solving skills
• Comprehensive change management experience
• Experienced with business process architecture principles and mapping
 
 
License/Certification/Registration
• ITIL Service Operations certification
• CCENT or related
• CCNA or related
• MCSE or related
 
Required Education
• Bachelors (4 year degree) in Business, Science, Technology, Engineering, Math or related work experience 

Preferred Education
• Masters degree in Business, Science, Technology, Engineering, or Math
 
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