Note: we are unable to hire in every state

Summary: Responsible for implementation, configuration, operation, maintenance support of systems software, and applications in a hybrid cloud environment.

Key Responsibilities: “To simplify complexities for each customer.”

Customer Service

• Respond to requests for assistance within established SLAs.
• Participate in after-hours, on-call support rotation.

Project Management

• Create project plans within identified PM toolset. Identifies all resources, objectives, subtasks and timelines.

Documentation

• Create and maintain technical documentation including standard operating procedures, user guides, knowledge base articles, diagrams and system configurations.
• Document all support-related activities and report issues using the ticket management system.

Strategic Initiatives

• Actively engages in driving strategic initiatives, and the related goals, to ensure the most optimal outcome

Communication

• Effectively communicates using written, oral, non-verbal, and active listening skills. Has the ability to clearly present an idea or concept so others understand, lets others speak, and engages productively in difficult conversations while upholding our ethical values.

System Engineering

• Collaborate across IT functional teams to resolve complex issues or assigned tasks as well as design, evaluate, implement, and maintain approved modifications to systems and services.
• Perform daily system monitoring, server integrity checks, review system and application logs, and verify scheduled job completion (e.g., backups, batch processing, etc.).
• Ensure compliance with security policies and procedures for all systems administered.
• Manage the service catalog of enterprise infrastructure hardware and software including corresponding licenses.

Process Improvement

• Evaluate completed work requests to assess resolution, identify recurring problems, and initiate corrective action. and initiate corrective action.

Professional Development

• Stay informed on current and emerging technologies and standards.
• Identify key gaps in technical and procedural knowledge and create action plans for continued professional development.

Qualifications/Education/Certifications:

Associate’s degree; Bachelor’s degree preferred, plus minimum of 5 years’ relevant work experience or equivalent combination of education and experience.

Knowledge, Skills, and Abilities:

Variable work hours, including evenings and weekends, may be required due to the nature of installed technologies and utilization requirements.

Required:

• DataDog hands on, including creation dashboards and implementing app and infrastructure monitoring
• Ability to understand and implement business processes and workflows within the capabilities of the system
• Must be comfortable with change, close collaboration, and have conflict resolution skills.
• Knowledge of or willingness to learn Agile / DevOps values.
• Familiarity with programming or scripting in any applicable language.
• Demonstrated knowledge of security protocols and practices.
• Ability to train others in applications and operating systems fundamentals.

Preferred:

• SharePoint
• Atlassian Jira, Confluence and Ops Genie
• OKTA Identity Management

Physical Demands/Working Conditions:

Duties are performed primarily in a home office setting utilizing computer equipment. Travel to attend meetings and visit locations throughout the country may be required. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands. The employee is occasionally required to stand and walk.*** Job descriptions will be reviewed and are subject to changes of business necessity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.