Senior Consultant - System Management

Position : Senior Consultant SystemManagement

Location : AtlantaGeorgia USA

Job description

Responsibilities :

• Incident Management : Provide Level 1support for incidents related to Informatica / Cognos / Tableau / SASplatforms ensuring timely resolution of issues within definedSLAs.
• ServiceNowManagement : Utilize ServiceNow ticketing system to logtrack and manage incidents prioritizing and categorizing themaccording to severity levels (Sev 3 4 and 5).
• Technical Troubleshooting : Performinitial troubleshooting of reported incidents analyzing logsconfigurations and system performance to identify root causes andpotential solutions.
• Coordination : Collaborate with Level 2and Level 3 support teams as well as vendors if necessary toescalate and resolve complex issues that cannot be resolved atLevel 1.
• Documentation : Maintain accurate and uptodate documentation of supportprocedures troubleshooting steps and resolution actions taken forfuture reference.
• Monitoring anding : Monitor system health and performance usingmonitoring tools proactively identifying potential issues andtaking corrective actions to prevent servicedisruptions.
• ContinuousImprovement : Identify recurring issues and opportunitiesfor process improvements suggesting and implementing enhancementsto streamline support operations.
• Communication : Communicate effectivelywith endusers and stakeholders providing regular updates on thestatus of incidents and ensuring clear and concise communicationthroughout the resolution process.
• Training and Knowledge Sharing : Stayupdated on new features and best practices related to CognosTableau and SAS technologies and conduct training sessions forendusers as needed.

Requirements :

• Education : Bachelors degree inComputer Science Information Technology or relatedfield.
• Experience : Priorexperience in a similar role providing Level 1 support for CognosTableau and SAS platforms with a focus on incident management andtroubleshooting.

TechnicalSkills :

• Proficiency inCognos BI / Tableau Desktop / Server / SAS software suite.
• Knowledge of SQL for querying databases andtroubleshooting data issues.
• Familiarity withServiceNow or similar ticketing systems for incidentmanagement.
• AnalyticalSkills : Strong analytical and problemsolving skills withthe ability to systematically analyze and resolve technical issuesunder pressure.
• Communication : Excellent verbal andwritten communication skills with the ability to convey technicalinformation to nontechnical users in a clear and understandablemanner.
• Teamwork : Abilityto work effectively in a collaborative team environmentcoordinating with crossfunctional teams to achieve common goals anddeliver exceptional support services.
• Adaptability : Flexibility to adapt tochanging priorities and work schedules including participation inoncall rotations for afterhours support when required.

Must be located in Atlanta andavailable to work inoffice on a fulltime basis.

Skills

• Application support
30+ days ago