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Associate Systems Administrator

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Using basic systems administrative tools and testing methodologies, assist with the installation and configuration of software deployments. Troubleshoot applications and hardware issues and errors. Maintain and updates standards, policies, procedures, and documentation. Follow defined processes to ensure that the production and corporate environments are in compliance. Support prescribed aspects of daily operational activities, including account and resource management; backup and/or recovery; and server hardware and software monitoring, maintenance and upgrades. Participate in proposing and implementing system enhancements that will improve the performance and reliability of the system. Troubleshoot applications and hardware issues and errors. Maintain and updates standards, policies, procedures, and documentation. Follow defined processes to ensure that the production and corporate environments are in compliance. Support prescribed aspects of daily operational activities, including account and resource management; backup and/or recovery; and server hardware and software monitoring, maintenance and upgrades. Participate in proposing and implementing system enhancements that will improve the performance and reliability of the system.

The Global Customer Service (GCS) team is seeking an Associate Systems Analyst to be responsible for the identification, assessment, and remediation of technical/IT change and dependencies associated with key project(s) for the Global Customer Service team. The position will coordinate with internal and external stakeholders and customers, project teams working on integration activities associated with an acquisition, as well as team members across the company’s network of Travel Consultants (that numbers 600+ Travel Consultants).

• Drive research, investigation, recommendations and decisions related to IT system support between contact centers.
• Execute on technical plans to drive IT compatibility and process consistency between operational centers and groups.
• Provide support to our user community by addressing system function anomalies, and end-user questions/ issues.
• Troubleshoot reported issues, engage appropriate parties, and drive through to resolution.
• Empower end-users through instruction and functional knowledge transfer.
• Provide business knowledge and technical support for product enhancements. Independently gather and analyze requirements for proposed changes.
• Maintain the health and well being of assigned systems with proactive feedback and escalations to Customer Service, Product Development and/or Production Operation/Application engineering teams.
• Participate in test planning and test execution for proposed changes.
• Produce test case documentation relevant to user testing. Generate requested metrics and reports within defined SLA's.
• Deliver decision support to the corporate leadership and internal customers.
• Define and create measurement plans of key operational KPIs. Meld data from multiple sources to create a comprehensive view across multiple systems.
• Improve and document technical and team processes. Identify and advocate for opportunities to improve current procedures, processes and systems.

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