Senior IT System Analyst

Job Description

Do you like to implement technology solutions and solve complicated problems that have material impact on organizations? Would you like to drive Digital Transformation across commercial products and services with the largest company in the world dedicated to Industrial Automation? If your answer is yes, then Rockwell Automation wants you to join its Information Technology organization and help shape the future of our company.

The Senior System Analyst will be managing incidents and problems from identification through resolution. This position supports the customer centric view including delivering on service level agreements and the objective of timely, relevant communication to customers. This person will be responsible for the coordination and resolution of major IT incidents utilizing technical and business resources as necessary, including chairing calls and sending executive communications to IT leadership and customers. The IT Incident and Problem Manager will drive continuous improvement activities including reactive root-cause analysis of IT problems and proactive trend analysis of IT incidents to identify corrective and preventative actions and measures; and will act as an escalation point for the team for leadership and our business partners focusing on driving down incident and reducing MTTR.

This position will also drive technology innovation in their respective area of influence. Work closely with our business partners to understand their Business Roadmaps and how IT can partner with them to make right IT choices and decisions in support of their business.

This position will also identify and implement Application, Technology monitoring solutions and automation opportunities to proactively reduce business impacts and improve efficiencies.

Responsibilities:

• Establish and cultivate relationships with stakeholders to create and support the incident, problem, change, request management processes
• Work closely with Solution Architects and developers on existing and new features of applications.
• Ability to develop code and scripts for Production Monitoring and System Health checks including data driven dashboards.
• Experience in troubleshooting and supporting at least 3 major categories of solutions in Reporting & Analytics, Databases, Configuration Management, Edge Devices, ITSM, Cloud platform.
• Defines and advances opportunities to improve application and system monitoring, automation thus reducing incidents to optimize performance and cost
• Provide status updates to IT leadership and customers on current IT issues and actions being taken
• Facilitate daily operations calls to provide review of major incidents, emergency changes, upcoming production changes, and activities potentially impacting IT services
• Lead post-mortem investigations after each major incident
• Analyze incident trend data to identify and eliminate root causes
• Initiate actions to fix potential interruptions to service identified during proactive and trending analysis of IT incidents
• Focus on continuous improvement of IT and Business processes to increase efficiency and reduce costs
• Generate KPI reports to measure success of the incident and problem management process, trend analysis reports of recurring incidents, monthly metrics on outages and major incidents as mandated in our state reporting requirements, and other reports as required
• Work closely with management, implement initiatives that will improve process effectiveness and our customer experience executing the process
• Act as a delegate for the Manager as needed
• Perform other duties as assigned

Basic Qualifications:

• A Bachelor's degree in IT, Information Systems or related field

Preferred Qualifications:

• Typically requires a minimum of 8 years managing IT incidents or problems in a global organization
• Able to manage a 24x7 on call work culture
• Experience working with customers in a service desk environment or other IT support organization
• Knowledge of IT Operations
• Experience in Cloud technology
• Experience in working in a DevOps setting using latest DevOps tools like GitHub, Jira and CI/CD pipeline
• Experience in at least one programming language
• Experience in leading an Engineering or Development team
• High-level knowledge of networking, Windows and UNIX operating systems, databases, application development
• Experience working in a service management tool (ServiceNow experience preferred)
• ITIL and ITSM Processes experience
• Experience in Monitoring software and service automation
• Excellent written and verbal communication skills
• Ability to effectively present information and respond to questions from peers and management

*This position is part of a job family. Experience will be the determining factor.

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We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.