IT Operations Analyst Associate

General Summary

Operates and maintains a large array of systems at multiple data centers in accordance with established procedures. Interfaces with data center computers by using system commands and messages to maintain a set processing schedule. Monitors, reports, logs, investigates and resolves processing problems within the system to ensure high quality and reliability, principally focused on patient care. Supports downtime and monthly maintenance activity. Verifies that the infrastructure and security monitoring systems at multiple data centers are functioning properly. Assists other IS personnel with Data Center needs

Duties and Responsibilities

Essential Functions:

• Uses a core set of technical skills to sustain the daily operations of the multiple data centers which support the System and its partners.
• Interfaces with all systems by using system keyboards, commands, utilities, messages and technical manuals to ensure accuracy and efficiency, principally focused on patient care.
• Operates all peripheral equipment (e.g., tape drives, tape libraries, UPS, CRAC equipment, etc.) and auxiliary equipment. Maintains input/output devices such as tape drives.
• Performs a set daily data processing schedule.
• Monitors scheduled jobs for various departments. Reviews logs for errors and determines both corrective action and recovery.
• Responds to alerts received for various environmental conditions (i.e. fridge and freezer temperatures out of range, air pressure, door status) and escalates to the appropriate response personnel within specific time frames specified by the customer.
• Performs network closet inspections to ensure environments are compliant with regulatory and WellSpan requirements; escalates issues as needed.
• Verifies that the infrastructure and security monitoring systems at multiple data centers are functioning properly.
• Analyzes and/or resolves processing problems related to hardware and software. Uses available resources such as technical manuals, knowledge of system commands, and trouble shooting skills. Notifies supervisor or lead of unusual situations or problems. Makes decisions to escalate critical issues to technology teams or vendors as needed.
• Assists other System employees and customers. Responds to and diagnoses problems by problem recognition, research, isolation, resolution steps, and follow up. Provides appropriate documentation for report tracking.
• Moves tapes to and from on-site and off-site storage areas. Prepares tapes for input and output. Archives tapes as requested.
• Provides first level of electronic and physical security to WellSpan systems and information by controlling access to data center systems by internal IS staff and outside vendors
• Responds to Information Security alerts and contains devices that indicate security risks to the organization.
• Facilitates Immediate Response Team activities, coordinating major incident response including issue troubleshooting and recovery. Serves as a liaison between technology teams customers utilizing available tools to keep customers up to date on issue recovery steps.
• Provides customer communication for enterprise-wide issues using available technologies. Serves as liaison between customers and technology teams providing up to date information on issue work arounds and resolutions.
• Responds to IT events received by various monitoring systems, investigates the incidents and resolves or escalates per documented procedures.
• Conducts system reboots of production systems in conjunction with other teams. Verifies that systems are working properly following reboot.

Common Expectations:

• Prepares and maintains written documentation as required by the profession and the department.
• Communicates information between individuals involved in downtime activity.
• Maintains established policies and procedures, objectives, quality assessment and safety standards.
• Enhances professional growth and development through participation in educational programs, current literature, in service meetings, and workshops.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

Qualifications

Minimum Education:

• High School Diploma or GED 3 to 6 months Post High School Technical Training Required

Work Experience:

• Less than 1 year 3 - 6 months Required and
• Computer operations Required

Knowledge, Skills, and Abilities:

• Technical aptitude and problem-solving abilities; customer service skills