Senior Systems Analyst

Job Description

The Senior IT Analyst plays a crucial role in supporting the operations of the Network Operations Center, specializing in Major Incident Management and advanced incident analysis, including trend identification.

This role is responsible for swiftly addressing major incidents, analyzing root causes and emerging trends, and helping to implement preventive measures to ensure the stability of IT systems.

The Senior IT Analyst also supports the Level 1 IT Help Desk by providing advanced troubleshooting, guidance, and escalation support as needed.

Additionally, the role involves collaboration with vendors to ensure service levels are met and quality is maintained. The position is dedicated to operational excellence through proactive trend analysis and maintaining a high-performing IT environment.

• Ensure timely engagement of the necessary resources to address major incidents promptly, while conducting thorough root cause analysis and identifying trends for future prevention
• Proactively identify and recommend preventive measures to support IT system stability.
• Collaborate with vendors to ensure adherence to service level agreements (SLAs) and uphold quality control standards.
• Perform detailed data analysis to inform decision-making, optimize processes, and identify areas for improvement.
• Apply IT Service Management (ITSM) best practices to support smooth operations and align with organizational goals.
• Provide advanced troubleshooting and escalation support for the Level 1 IT Help Desk to ensure timely resolution of issues.
• Support the Knowledge Management process by creating, reviewing, and retiring knowledge articles as needed, ensuring that the knowledge base remains accurate, up to date, and useful.
• Communicate clearly and effectively with both technical and non-technical stakeholders, ensuring issues and resolutions are well understood.
• Write comprehensive reports, technical documentation, and internal communications for various teams and senior leadership.
• Present technical updates and findings in a clear and concise manner, ensuring complex information is easily understood.
• Maintain a focus on operational excellence through proactive monitoring and continuous improvement of the IT environment.
• Experience with the ServiceNow platform is preferred, particularly in incident management, change management, reporting functions, and Performance Analytics to track and improve service delivery and operational metrics.
• Strong problem-solving and analytical thinking abilities.
• Excellent communication skills, both verbal and written, to work with technical and non-technical stakeholders.
• Leadership or team mentorship experience, especially in guiding junior analysts.
• Ability to work under pressure and handle complex technical issues efficiently.
• Understanding of ITIL processes for service management.
• Vendor management experience, ensuring that external partners meet required service standards.
• Hands-on experience with ITSM reporting and performance metrics, with a focus on service improvement strategies.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• Relevant certifications such as ITIL, CompTIA A+, CompTIA Network+, CISSP, Microsoft Certified Solutions Expert (MCSE), or Service Now certifications are often beneficial.
• Five (5) to Seven (7) years of experience in IT analysis, systems management, or a related role.
• Proven experience working with various IT systems, software, hardware, and networks.
• Strong knowledge of enterprise-level IT environments and support.
• Experience working with cloud technologies (such as AWS, Azure, or Google Cloud) is highly desirable.
• Experience with ServiceNow ITSM modules, such as Incident, Change, Problem Management, and Service Catalog.
• Experience with ServiceNow Performance Analytics to gather data, build reports, and track performance trends against IT service KPIs.
• Proficiency in customizing ServiceNow dashboards and leveraging reporting tools for detailed analysis and decision-making.

Additional Information

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $70,696.

34 and $124,230.14. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training;

geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements.

The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including :

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays

For more information related to our benefits please visit : https : / / careers.adtalem.com / benefits.

You are also eligible to participate in an annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Equal Opportunity Minority / Female / Disability / V / Gender Identity / Sexual Orientation