Administrator scom & automation
- Hattersheim Am Main
stellenbeschreibung
Job Description Secure your tomorrow with Unisys:
A great place to learn and grow your career! At Unisys, every associate makes a difference. Here, you have the opportunity to learn new skills, apply your expertise, explore local and global challenges, and solve complex technology issues with creative solutions and diverse teams. You are part of a team that drives change and delivers results on a daily basis. Our success is a direct result of our people. Key Qualifications - Requires a Bachelor's degree and a minimum of 5 years' experience - Requires knowledge and experience in own discipline;
still acquiring higher level knowledge and skills - Builds knowledge of the organization, processes and customers - Solves a range of straightforward problems - Analyzes possible solutions using standard procedures - Receives a moderate level of guidance and direction Key Responsibilities Strives for high levels of client satisfaction for the products/solutions supported. Capable of addressing all questions regarding the installation, configuration and customization within the areas of domain expertise without reference to others. Responds to Level 2 problems in a timely and accurate manner and ensures that Service Level Agreements are met. Possesses good levels of expertise on products being supported and may be knowledgeable of competitor's products. May on specific areas be considered a subject matter expert. May research and resolve Level 3 support issues as required with supervision. May also work on billable engagements as required to meet current client requirements. With minimum oversight, capable of supervising a team of junior Systems Analysts. May participate in selling or promoting additional services. Identifies new services opportunities and ensures they are properly followed up. Escalates product issues to a more senior Analyst of the Group when unable to resolve them with available tools and skills. May identify document and prepare estimates (costs/revenue) opportunities for add-on services Attempts to reproduce reported problems, identify, and provide immediate workarounds to overcome problems. Documents resolutions to reported problems Identifies product and documentation deficiencies and makes suggestions for improvement. May analyze and resolve problems escalated within organization May work with clients to define requirements for enhancement requests May contribute to the resolution of difficult client situations May contribute to qualifying and assessing client's expectations Applies CMMi compliant best practices and promotes continuous process improvement Uses CMMi-compliant processes and process improvements Develops good skills and levels of expertise on products and solutions being supported Contributes to on the job training to junior staff Incumbents may produce the following artifacts:
Support Requests (Contacts) Trouble Reports (ClearQuest Defects, UCFs) Change Requests (ClearQuest Feature, New Feature Suggestions) W-Alerts Process improvement suggestions and written reports on areas of substantial expertise.
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