Application Support Analyst

Company Description:

Dentsu is a modern marketing solutions company. Our mission is to help clients navigate, progress and thrive in a world of change. Businesses rely on our integrated network of agencies and specialized practices to champion meaningful progress through creative, media, commerce, data and technology. Part of Dentsu Group, our global network comprises 66,000 diverse people in 143 countries, who are dedicated to teaming for growth and good. Some of our award-winning agencies include 360i, Carat, dentsumcgarrybowen, DEG, dentsuX, iProspect and Merkle. Follow us on Twitter @DentsuUSA and visit dentsu.com/us.

We are champions for meaningful progress and we strive to be a force for good-for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Job Description:

The Systems Administrator, Managed Hosting role within Merkle is responsible for providing support for infrastructure within the Merkle Managed Hosting environment with an emphasis on workflow automation and file transfer solutions. The Systems Administrator must be able to provide escalation support for incidents and service requests and addressing them with an appropriate sense of urgency. Candidates will work in a team setting, sharing information, collaborating, and assisting other team members. Candidate must possess a strong dedication to quality customer service, excellent follow-through, attention to detail, and a drive to be part of a larger team and engage with broad Corporate IT challenges and initiatives.

The Systems Administrator reports to the Manager, IMS Operations. The role will work with a team of geographically distributed Merkle staff and contract employees.

Essential Tasks and Responsibilities:

• Lead the design and implementation of global, cost effective, enterprise-class systems following ITIL/ITSM processes/practices, while maintaining compliance with all company policies, procedures and standards.
• Provide shift and on-call incident and service request support for assigned Managed Hosting platforms which include Windows Server, LINUX, Workflow Automantion and File transfer solutions.
• Evaluate scope and impact of incidents and escalate as appropriate
• Provide guidance for other team members regarding IT procedures and service delivery.
• Investigate and document root cause analysis for incidents that result in a service disruption.
• Planning, Coordinating and performing Change Management Activities.
• Identify, plan and implement corrective actions within Problem Management.
• Ensure that all solutions are aligned with IT standards and best practices.
• Platform Ownership for specific technology. A Platform Owner is responsible for:
  • Determining and reporting on the availability of a specific platform
  • Monitoring and alerting - Ensure the primary functionality is properly monitored
  • Backups and Recovery - Ensure critical data is identified/protected and a recovery model is in place and periodically tested
  • Capacity management - Develop capacity models, measure utilization and establish and maintain forecasts
  • Develop maintenance plans and schedules
  • Incident tracking - Track the incidents that have occurred on the platform and the remediation activities performed
  • Develop and present environmental metrics
  • Health checks - Periodic evaluation of the platform to ensure it is operating optimally
  • Creation and maintenance of product guides
  • Lifecycle Management - Ensure that software and hardware are up to date
    • Hardware - Ensure hardware is supported by the vendor and pro-actively plan for a refresh when required.
    • Firmware - review and apply firmware are required
    • Software - Software follow the N-1 rule for major releases
• Develop best practices and training materials within respective discipline for other team members
• Stay current with existing and emerging computing concepts and technologies.
• Provide high level of customer service to all levels of the organization.
• Manage and prioritize multiple incidents and service requests while adapting to changing business conditions.
• Document standard operating procedures for repeatable tasks and provide input to automation efforts.
• Manage and prioritize multiple projects and operational tasks, while meeting expected timelines/SLAs.
• Provide on-call and after-hours support as required.
• Uphold and promote Merkle's core values and culture

Measures of Success:

• Consistently drive technical incidents/service requests to resolution within SLA/OLA timeframe
• Contribution to the development and implementation of existing and new IT solutions that meet or exceed customer expectations on time and on budget.
• Positive recognition as noted on Employee and Customer satisfaction surveys completed periodically.
• Rapid personal and career growth.

Qualifications:

• Advance knowledge of file transfer protocols
• Advance knowledge of workflow automation tools
• Advanced knowledge of Windows Server and Linux operating systems
• Advanced troubleshooting techniques and problem solving skills
• Knowledge of Directory and authentication services, such as Active Directory, LDAP, and Kerberos
• Knowledge of network topology and associated technologies
• Experience with scripting languages, such as PowerShell/vbScript or BASH/Perl.
• Knowledge of enterprise infrastructure concepts and standard operating procedures.
• Ability to learn new skills, techniques, and responsibilities.
• Proactive, upbeat and collaborative communication style, with the ability to be direct, tactful, and transparent.

Education and Experience:

• Requires 3+ years of experience supporting and implementing enterprise-class solutions operating in a 24/7 environment.
• Requires 2+ years of experience supporting workflow automation tools like Tidal
• Requires 2+ years of experience supporting workflow automation tools like Globalscape and Sterling
• MCITP/MCSE or RHCSA certifications.
• Other relevant industry certifications preferred
• ITIL experience and certification highly desired.

Additional Information:

Employees from diverse or underrepresented backgrounds encouraged to apply.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.

The anticipated salary range for this position is $45,000-$72,450. Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geography.

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About dentsu

Dentsu is the network designed for what's next, helping clients predict and plan for disruptive future opportunities in the sustainable economy. Taking a people-centered approach to business transformation, dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society www.dentsu.com.

We are champions for meaningful progress and we strive to be a force for good-for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.