System Analyst 3

Responsibilities:

1. Strives for high levels of client satisfaction for the products/solutions supported.
2. Capable of addressing all questions regarding the installation, configuration, and customization within the areas of domain expertise without reference to others.
3. Responds to escalated problems in a timely and accurate manner and ensures that Service Level Agreements are met.
4. Possesses good levels of expertise on products being supported and may be knowledgeable of competitor’s products.
5. May on specific areas be considered a subject matter expert.
6. May research and resolve higher level support issues as required with supervision.
7. May also work on billable engagements.
8. With minimum oversight, capable of supervising a team of junior Systems Analysts.
9. Identifies new services opportunities and ensures they are properly followed up.
10. Escalates product issues to a more senior Analyst of the Group when unable to resolve them with available tools and skills.
11. Attempts to reproduce reported problems, identify, and provide immediate workarounds to overcome problems.
12. Documents resolutions to reported problems.
13. Identifies product and documentation deficiencies and makes suggestions for improvement.
14. May analyze and resolve problems escalated within the organization.
15. May work with clients to define requirements for enhancement requests.
16. May contribute to the resolution of difficult client situations.
17. May contribute to qualifying and assessing client’s expectations.
18. Develops good skills and levels of expertise on products and solutions being supported.
19. Contributes to on-the-job training to junior staff.
20. Incident management of lower level technical issues.
21. Follow up with clients to perform fixes and to confirm resolutions.
22. Documentation and knowledge administration.
23. Packaging Applications to utilize Server Back Ends and appropriate Security Products.
24. Ticket and queue management of Incident, Problem, and Change Management in Service Manager 9.

You will be successful in this role if you have:

1. Bachelor’s degree and a minimum of 5 years’ experience including relevant technical expertise.
2. Knowledge and experience in own discipline; still acquiring higher level knowledge and skills.
3. Builds knowledge of the organization, processes, and customers.
4. Solves a range of straightforward problems.
5. Receives a moderate level of guidance and direction.
6. Minimum of 3 years' experience, with knowledge of Microsoft Systems Centre Configuration Manager (SCCM).
7. Symantec Anti-Virus and Endpoint Management.
8. Microsoft Office (Word, Excel, PowerPoint, Access, and Visio).
9. Windows 10 and Windows 7.
10. Security clearance required.

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.