IT Analyst II

Job Purpose:

Performs professional duties related to analyzing, developing, maintaining, and administering computer hardware and software systems to meet business needs. The analyst may perform any of the following functions: analyze, design, monitor, and administer servers and related platforms; design, maintain, configure, and monitor network and telecommunications infrastructures and associated system components; consult with departmental customers to identify and analyze business functions that can be improved by the implementation of new hardware and/or software solutions; designs and develops custom applications and/or enhances/modifies existing applications; performs professional-level systems maintenance and customer support duties; and performs other related duties as assigned.

Key Responsibilities and Duties:

• Communication Skills

  Excellent communication skills are essential.

  
  

• Functional Support

  Provide functional support for business systems, acting as a business process expert and liaison for IT OPS, departments, plants, and end-user communities.

  
  

• Technical Support

  Provide all levels of technical support in critical production support issues, interacting with IT OPS, internal customers, vendors, developers, and engineers.

  
  

• Requirements Gathering

  Coordinate, gather, and investigate requirements for assigned projects.

  
  

• Collaboration

  Partner with infrastructure, applications, and customer development teams to define requirements for application development.

  
  

• Strategy Building

  Participate in building a strategy for using new and existing information systems.

  
  

• Troubleshooting

  Utilize strong analytical and troubleshooting skills to diagnose and resolve hardware, software, internet, configurations, or other system issues.

  
  

• Escalation

  Escalate problems to IT leaders as appropriate.

  
  

• Customer Support

  Support the IT OPS department with tickets and serve as a key player in meeting customer needs via ticketing systems or ad hoc problems via teams or voice calls.

  
  

Functional Skills Required:

• General operations, services, concepts, terms, and activities every day to a comprehensive, state-of-the-art information systems program.
• Principals, methods, and techniques used in designing, developing, testing, and implementing computer hardware and software systems.
• Data processing techniques, including the types of hardware and software currently used to process data with different levels of complexity.
• Structured analysis and database concepts.
• Computer hardware and software systems, including operations technology/industrial like those used by Manufacturing companies.
• Tools and equipment used in testing the functionality of computer applications.
• Principles and practices for troubleshooting computer hardware, software, and network
• Principles and practices of customer service.
• Methods and techniques of developing and presenting technical documentation and training materials.
• M365 / E5 best practices and administration.
• Knowledge of common information security issues, threats, vulnerabilities, and attacks and an awareness of tools and processes for prevention.

Experience and Educational Qualifications:

• Bachelor’s Degree and/or equivalent experience.
• Five years of experience with Microsoft infrastructure systems
• Project management experience desired.
• Understanding of financial modules.
• Exposure to Operational Technology systems and support packages.
• Strong proven record using M365 applications.
• Strong MS Azure experience.
• MS Advanced Domain and Architecture experience.

Abilities Required:

• Excellent communication skills.
• Proven project lead/management experience.
• Experience with the implementation and support of purchased software.
• Experience with the implementation of custom-developed software.
• Ability to work onsite promptly and regularly.
• Ability to take direction and work well with others.
• Ability to work under the stress of deadlines.
• Ability to concentrate and perform accurately.
• Ability to react to change productively and handle other tasks as assigned.