Service Operations Analyst I

Title: Service Operations Analyst I

Location: Midtown

Org Unit: IT Operations

Work Days:

Weekly Hours: 35.00

Exemption Status: Exempt

Salary Range: $89,100.00 - $102,300.00

• As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

Responsible for the 24 x 7 health of all monitored and managed systems, network and applications. This role provides IT technical and application support to the WCM community and is responsible for identifying incidents/events, analyzing problem trends and overseeing the management/resolution of issues. This role is also responsible for reviewing monitoring status, correlating events, understanding alarm diagnosis and incident/event trends, as well as troubleshooting and resolving discovered issues under the scope of Operations Center supported services.

Job Responsibilities

• Responsible for monitoring and troubleshooting of processes, system triage and recovery for all infrastructure, applications, and data center(s) environments. Identifies operational risks and proposes alternative solutions.
• Participates in technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution.
• Participates in 24 x 7 monitoring and troubleshooting of Service Operations Center-monitored services, including Infrastructure, Networks, applications and monitored applications. Performs triage and remediation of detected issues.
• Responds to tickets and phone queue for Service Operations Center.
• Administers servers, storage, and/or backup technologies.
• Works collaboratively with engineering team to provide continuing service management and support on all production and test/development systems. Provides support and maintenance for all current and new systems.
• Monitors event console, identifying patterns of activity that could warrant technical intervention to resolve prior to a production outage.
• Provides ongoing support and management of monitoring tools. Participates in an on-call and/or shift rotation that provides 24x7x365 coverage, including management and monitoring of mission critical systems and networks.
• Ensures SOP procedures have been fulfilled and that work instructions and SOPs are being followed.
• Ensures that service requests are fulfilled as per the operational level agreement and committed fulfillment time.
• Develops knowledge base articles and work instructions for inclusion into knowledge base of record. Follows WCM ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event management.
• Follows the change management process for operational change tasks to ensure compliance for change management. Ensures all change management tasks are complete.
• Occasionally assists with data center(s) activities such as shipping, delivery, inventory, and operational tasks.

Education

• Bachelors Degree

Experience

Bachelors degree in a related field or four years of equivalent technical experience is required.

ITIL v3 Foundations is highly desired.

Network+ certification is highly desired.

VMWare, Microsoft Server, Red-Hat Linux, A+, Security+, and or Network+ certification(s) preferred.

CCNA or CCENT certification preferred.

Knowledge, Skills and Abilities

• Excellent communication skills (both verbal and written).
• Results driven individual who enjoys working in a fast paced and challenging environment.
• Capable of working independently with little supervision or direction.
• Excellent operations, troubleshooting, and critical thinking skills.
• Technical acumen and the ability to facilitate and manage technical bridge lines that cross multiple domains.
• Ability to quickly determine root cause, business impact and resolve issues as quickly as possible.

Licenses and Certifications

Working Conditions/Physical Demands

May participate in a rotation, providing 24x7x365 support.

Position requires working in an office environment where there are some physical discomforts such as dust, dirt and noise.

Light travel between office locations, primarily within NYC is required.

Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected.

Occasional moving of computer equipment or similar objects up to approximately 25 lbs may be required.

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of "any person, any study." No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans' Readjustment Assistance Act (VEVRRA). We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.