American Savings Bank

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IT Operations Analyst

at American Savings Bank

Posted: 9/25/2019
Job Reference #: 5000511667306

Job Description

Job Description

Primary Purpose of the Job

Responsible for completing tasks that directly relate to ensuring technology systems are available and operating efficiently for normal business operations. Work in split shifts to provide coverage throughout the normal business day as well as off hours that require additional technical support. Provide Level 2 Support for escalated issues generated through the IT Help Desk. Provide support for application enhancements, problem and incident management, production support, testing and change control processes.


Major Job Accountabilities

  • Work closely with Vendors and all Technology staff to provide seamless support to the production environment
  • Log, track, and respond to inquiries, requests and incidents; ensure the production environment meets service levels agreements (SLA) established with the business units
  • Lead problem analysis, initiate corrective actions, and ensure that status updates are provided to those impacted in a manner consistent with SLAs
  • Monitor system jobs and performance levels. Develop and maintain the appropriate alerting and reporting processes
  • Assist in application system updates to current revision levels, as needed
  • Responsible for entering, updating, and closing technology change/work requests in the system of record in a timely manner
  • Assess and identify potential solutions for recurring production issues


Education Requirements 

College degree in Computer Science, Engineering, Information Systems, or a related field


Experience Required

  • 1 year troubleshooting application/system related issues
  • 1 year direct customer service experience where required to provide problem resolutions


Required Skills or Training

  • Ability to learn quickly
  • Able to demonstrate a logical approach to problem resolution
  • Demonstrates effective communication skills, both verbal and written. Must demonstrate ability to communicate technical concepts to both technical and non-technical colleagues and provide customer service to a broad range of people
  • Possesses working knowledge of PC operating systems
  • Possesses working knowledge of Microsoft Office applications