Systems Operations Center Analyst

Location: Minneapolis, MN
Date Posted: 09-27-2017
NorthShore Resources has a contract opportunity for a Systems Operations Center Analyst in Minneapolis, MN.
 
The Systems Operations Center Analyst provides support by monitoring network, systems, and application health and taking action to ensure high system availability for a 24 x 7 x 365 monitoring center.  Support includes identification of system generated events, troubleshooting systems issues, executing operator instructions, coordination of critical incidents, communicating impact with IT staff, repairing problems, and escalating as required to second level support or management.
 
The IT systems covered include applications, network access or connectivity, and all related hardware and software.  The analyst routinely monitors systems, executes standard IT service requests, and performs other IT related tasks as assigned.
 
  • Execute defined procedures to fulfill roles in Event, Incident, Problem and Change management processes
  • Monitor and verify system performance and capacity
  • Write 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. 
  • Prepare and deliver system performance statistics, reports and presentations.
  • Support audit activities by developing and following policies, processes, and data/records
  • Use and manage the ServiceNow service management ticketing system.  Accurately log events and issues and, when necessary, route to appropriate next level support team providing the correct level of technical detail to enable them to continue to analyze the problem and work to resolve it in a timely manner.
  • 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. 
  • Leverage support tools and monitors to proactively identify system Problems and potential solutions
  • Validate changes to IT systems completed successfully
  • Stay current on system platforms, architecture designs, services, and standards to remain abreast of developments in the enterprise computing industry.
  • Provide on-call rotation; after hours, weekend, and holiday support when required.
  • Bachelors (4 year degree) in Business, Science, Technology, Engineering, Math or equivalent work experience
  • Preferred - Master’s degree in Business, Science, Technology, Engineering, or Math
  • License/Certification/Registration
  • ITIL Service Operations certification
  • CCENT or related
  • CCNA or related
  • MCSE or related
 
Why work for NorthShore Resources?
NorthShore Resources is a Minneapolis-based IT consulting firm, whose focus is to provide superior quality and unparalleled customer service in all aspects of our business.  We offer great local jobs to local people, allowing us to build solid, long-term relationships with our clients and consultants.  
 
While working as a consultant for NorthShore Resources, you’ll receive benefits such as medical, dental, and 401(k) with company matching.  You’ll also receive one of the best benefits an employer can offer – support!  Our staff is here to help you every step of the way, ensuring that all of your questions are answered and that you’re placed on a path to success.
 
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