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DHTS SYSTEM ANALYST

Job Title: DHTS SYSTEM ANALYST
Job Code: 3849
FLSA: E
Job Level: CD
Revised Date: 03/01/2017
Job Family: JF 08

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Occupational Summary

The System Analyst specializes in server, storage, and backup maintenance and management. The System Analyst will provide infrastructure support, and work closely with the Operations Center, Networking, Database, and other infrastructure support groups.

Work Performed

LEVEL 1:

Administer servers, storage, and/or backup technologies.

Work collaboratively with engineering team and vendors to provide continuing maintenance and support on all production and test/development systems.

Provide support and maintenance for all current and new systems.

Test minor updates and security patches. Install operating systems updates and hardware bios upgrades on all targeted systems after engineering has released updates for full-scale deployment.

Design, implement, maintain, upgrade, and patch systems to be compliant with Duke security policies and standards regarding protection from external and internal security attacks.

Responsible for implementation of standard solutions based on documented best practices.

Assist in ongoing support of Tivoli management tools.

Ensure adherence to all IT and department policy, processes and procedures.

Serve as secondary level of technical escalation for IT issues, supporting both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution.

Assist in ensuring ISOP procedures have been fulfilled when necessary.

Assist Network and Operations Center teams if required.

Research and remediate generic and system-specific vulnerabilities.

May participate in an on-call and/or shift rotation that provides 24x7x365 coverage of mission critical systems.

Perform other related duties incidental to the work described herein.

LEVEL 2:

In addition to the duties described for the Associate, the Intermediate will:

Participate and contribute in technology planning sessions.

Enhance systems management tools and procedures, with a specific focus of leveraging the Tivoli Framework.

Provide support for technical escalation of IT issues, supporting both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution.

Develop knowledge base articles and work instructions for use by department and inclusion into Service Now.

Responsible for monitoring of processes, system triage and recovery, providing advanced technical management for all Windows and/or UNIX based systems within the Duke infrastructure, systems analysis and diagnosis, troubleshooting, performance analysis and resolution.

Responsible for consulting, designing, implementing and documenting standard and custom solutions based on customer requirements.

Provide technical mentorship to team members, peers, and management.

LEVEL 3:

In addition to the duties described for the Intermediate, the Advanced will:

May function as a technical leader, either as a subject matter expert with proficiency in defined area(s) of the profession, or as a generalist, with a broad knowledge of all aspects of the profession.

May function as a team leader, responsible for supporting management in day-to-day personnel oversight and workflow management activities.

Plan, design, implement, and integrate advanced enterprise infrastructure systems and technology solutions.

Design, implement and service enterprise infrastructure technologies, platforms, and systems.

Work collaboratively with customer management, staff, and other stakeholders.

Provide technical leadership to multiple technical teams at any given time responsible for design, implementation, management, and support of IT infrastructure systems. These technical teams will consists of resources focused in the disciplines of enterprise infrastructure systems including UNIX, Linux and Windows as well as support disciplines in virtualization, networking, SAN/NAS storage, and database administration.

Provide technical leadership and consultative direction in order achieve optimum system performance, availability and service delivery for Duke infrastructure services, with the goal of maintaining 100% service availability for all Duke infrastructure services.

Responsible for keeping abreast of industry advances in multiple technical areas of expertise and applying this knowledge to Duke.

Monitor and adjust technology systems and tools to meet the business and organization needs.

Maintain industry relationships to ensure utilization of current principles, techniques and policies.

Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations.

Recommend/set strategy.

Develop deployment or development plans.

Interface to customers/vendors.

Participate in technical review boards.

Project champion for policy/practice changes affecting technical population (e.g., changes in systems, networking, clinical applications, etc.).

Perform the role of lead or primary technical contributor for multiple technology disciplines.

Provide technical leadership in design review engagements for reviewing solution designs and documentation.

Mentor technical staff to enhance/expand technical skills and expertise.

Manage team's workload and project schedules.

Provide team metrics to Manager.

Create and maintain internal operating policies, processes and procedures consistent with IT best practices and service level agreements to ensure service availability.

Assist management to motivate and focus staff on mission, visions, goals and balance scorecard by providing "peer" level coaching.

Develop and implement best practices such as incident and problem management, change control procedures, site documentation and cross- training.

Establish and report on the appropriate IT service metrics. Develop and maintain Service and Operating Level agreements and metrics/reporting for systems quality and performance.

Participate in the development of operating and capital expenditure forecasting for the purpose of assisting management to create budget plans.

Required Qualifications at this Level

Education/Training

Bachelor's degree in a related field, or four years of equivalent technical experience required.

LICENSURE/CERTIFICATION:

VMWare, Microsoft Server, Red-Hat Linux, and/or AIX certification(s) preferred.

A+, Security+, and or Network+ certification(s) preferred.

Experience

LEVEL 1: No experience required beyond the minimum education (or equivalency) requirement.

LEVEL 2:

Two years of related experience in the areas listed below is required.

- Microcomputer skills (including Windows 2000, XP, and 7).

- Microsoft Office application suite.

- Server administration (Windows, Red Hat Linux, and/or AIX).

- Experience configuring and installing servers used in mid-size networks (100 - 1000 users).

- Windows, UNIX, VMware and Citrix.

- Tivoli's Inventory, Distributed Monitoring, TEC, Remote Control applications.

- SAN and NAS technologies such as EMC, IBM, and HP EVA.

LEVEL 3:

Four years of operational experience in the following areas is required:

- Multiple storage technologies and SAN.

- Design, implementation and maintenance, specifically in AIX, LINUX and Windows.

- Virtualization

- Systems and application monitoring and management tools, such as Tivoli.

Skills

LEVEL 1:

Working knowledge of incident management.

Working knowledge of TCP/IP technologies necessary to configure servers and troubleshoot network errors.

Ability to follow change configuration management protocols and update systems documentation based on Duke and industry best practices processes.

Solid understanding of the IT industry primarily relating to Windows and/or UNIX operating systems, VMware, Citrix, server system architectures, storage systems, and system administration tools and best practices.

Excellent technical skills to support the organization and assist team members across departments.

Good analytical and troubleshooting skills.

Good verbal and written skills.

LEVEL 2:

In addition to the KSAs described for the Associate, the Intermediate will demonstrate:

Advanced knowledge of IBM Director and/or HP Insight Manager.

Proficient with incident and problem management.

Proficient with configuration management.

Proficient with change control policies and procedures.

Strong business skills with an attention to end user and customer satisfaction.

LEVEL 3:

In addition to the KSAs described for the Intermediate, the Advanced will demonstrate:

Ability to manage multiple tasks and projects, performed by a diverse group of professionals.

Excellent interpersonal skills and strong abilities to develop and enhance relationships with customers and internal groups.

Ability to work across multiple teams.

Excellent analytical abilities and innovative problem-solving skills.

Excellent leadership, negotiation and organizational abilities in managing a technical team.

Strong verbal/written communication skills to interact with team members, customers, management and support personnel (technical and non-technical).

Ability to apply critical thinking skills while meeting impending deadlines.

Ability to prioritize multiple tasks and switch between tasks quickly during high stress situations.

Broad interest in and knowledge of disparate but related information technology disciplines.

Ability to consult and lead knowledgeable technical staff.

Broad skills and experience across multiple technologies and strong project management background.

Capable of understanding business requirements and recommending technology strategies based on Duke standards and practices.


The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.


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Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.