Job Description

SYSTEMS ANALYST (NIGHT)

We are looking for a highly motivated individual looking for an opportunity in a global organization to be responsible for the identification and resolution of production system's problems. This includes but not limited to receiving escalated problem calls, documenting those calls, troubleshooting the problem, triaging the problem (prioritize), escalating those calls to the appropriate party for resolution, tracking the resolution process and identifying fixes that will improve the department's ability to support our global presence. Other duties include working with other groups/departments to improve systems based on problems identified, creating and maintaining processes and procedures and working in a team environment to meet the goals of the operations team. Analyzing current systems and make recommendations for improvements. Can effectively write and communicate production problems to the organization.

In addition to monitoring Prometric's systems, this position will be responding to trouble tickets received through our ticketing system based on priority and impact to the business. This position should have a strong background in Windows products and applications, with strong troubleshooting skills diagnosing technical issues. The candidate will have experience troubleshooting servers, databases, applications, networking, and overall interaction between each of these layers. Many of the applications supported are proprietary but run on Windows servers. The applicant should have the ability to quickly learn new applications and business systems while working in a team environment. This requires a self-starting mentality and an eagerness to learn. This position offers great experience working on global business systems and the ability to learn and develop new skills while working on projects.

DUTIES & RESPONSIBILITIES:

Monitor and resolve production problems

Night shift - 5 day rotation schedule includes holidays

Troubleshoot problems to determine severity and priority

Resolve problem or escalate to the resolution person/group

Handoff information to resolution party

Maintain communications with resolution party until problem is resolved or a workaround is put in place

Track (document) problem through resolution

If problem was resolved outside this group and based on the resolution, document steps that the Global Analysis & Resolution group can take to resolve this problem in the future

Identify and document fixes that require program changes and/or procedure changes

Work with other groups/departments to assist in creating permanent resolution/fixes

Continuously strive to improve customer support, identifying opportunities and recommend solutions for improving service efficiency and effectiveness

Monitor production systems using HP OpenView and other applications and respond accordingly

Create and/or maintain operations process/procedure and problem resolution documentation as required

Assist other Operations Engineers, as needed

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

Excellent analytical skills

Excellent technical troubleshooting skills as it relates to:

o Microsoft OS (Windows 2003, 2008)

o Network Technologies (routing, switching, load balancing)

o Security (Firewall, VPN)

o Microsoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP, etc.)

o Java

o HP OpenView experience a plus

Excellent customer service skills

Excellent verbal and written skills

Ability to influence/facilitate and negotiate with other groups, departments, individuals

Ability to make timely decisions

Detail oriented

Process oriented

College degree preferred

Other details

• Pay Type Salary

• Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia