Systems Support Analyst 3

Position SummaryThe Systems Support Analyst 3 Works with Information Technology departments, vendors, and business users to ensure rapid resolution, thorough analysis, and documentation of incidents. Activities include incident support, troubleshooting and testing to identify the possible cause of incidents, determining the appropriate course of action to resolve the issues with minimal business disruption, and establishing processes to ensure systems and applications availability. Responsibilities include installing and maintaining applications in production and lower environments including new releases, enhancements, and upgrades. The Systems Support Analyst 3 - Will serve as liaison between departments and generate documentation in the support systems and applications across various platforms. A successful Systems Support Analyst 3 must be a strong communicator with experience in analysis, issue management, and technical troubleshooting. Technical experience and aptitude are also attributes that are necessary for success.

ResponsibilitiesPrimary Position Responsibilities

• The primary purpose of this position is to provide second and third-tier application administration, systems support, guidance solution strategies, and metrics.
• Mastery understanding of the current Application Architecture, integrations, and future product enhancements.
• Performs business process improvements, analysis strategies and operations, service, support, advisory, delivery, disaster recovery and metrics for the supported system and business processes.
• The analyst will ensure resolution of incidents in accordance with established standards, policies, procedures, configuration, and guidelines for applications.
• Interfaces with Business Units, Client Services Desk, vendor, and other IT areas to ensure problem is resolved.
• Assist Manager in developing/revising and documenting policies and procedures for supporting the application.
• Coordinate response teams for root cause analysis of system problems including software and firmware bugs and enhancements for various Information Technology products and services.
• Support other projects as and when required.
• Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
• Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to InfoSec.

Secondary Position Responsibilities

• Subject matter expert in complex infrastructure integration, disaster recovery, business continuity planning, capacity & performance analytics, asset management, vendor assessments, cross-functional collaboration, and mentoring junior staff.
• Build, design, and configure enterprise voice architecture integrated with Active Directory, Microsoft 365, and security systems.
• Develop robust high-availability and disaster recovery solutions, including call flow mapping and capacity planning.
• Create reference architectures for hybrid AI voice systems, balancing local and cloud intelligence for future growth.
• Cross-platform problem solving, solution investigation and delivery.
• Mentoring team members
• Driving Enterprise Applications projects
• Participating/representing Enterprise Applications during Enterprise and departmental projects
• Attends CoServ University training as required.
• Performs other duties and activities as directed.

Position RequirementsEducation, Experience, and Certifications Required

• High School Diploma or G.E.D equivalency.
• Bachelor’s Degree in related field or equivalent experience
• Strong demonstratable application experience
• 7 - 10 years’ experience in Business Analyst, Systems Support Analyst and/or Application Support Analyst role
• Prior business systems analysis experience

Supervisory Responsibilities

• None

Education, Experience, and Certifications Required

• High School Diploma or G.E.D equivalency.
• Bachelor’s Degree in related field or equivalent experience
• Strong demonstratable application experience
• 7 - 10 years’ experience in Business Analyst, Systems Support Analyst, and/or Application Support Analyst role
• Prior business systems analysis experience

Education, Experience, and Certifications Preferred

• Master’s Degree in related field
• Understanding and successful application of business system support principles, theories, concepts, and techniques
• Excellent communication skills
• Ability to balance multiple and changing priorities and meet deadlines in a mission critical environment; must be flexible.
• Ability to understand business impact and prioritize issues/projects.
• Demonstrated ability to work effectively with others, particularly in teams.
• Strong analytical skills and skills interfacing with end-users
• Working experience of Project Management Methodologies
• Ability and desire to assume a backup application support role for the organization’s business systems.
• Working knowledge of relational databases and distributed computing environment concepts and best practices

Skills and Abilities Required

• Ability to perform 3rd Tier Application Administration and support for the supported application.
• Strong understanding of business and technology systems conceptual and logical architectures
• Customer focused with excellent interpersonal, oral, and written communication skills.
• Ability to work effectively as a project team member and lead.
• Ability and desire to assume a backup application support role for the organization’s business systems.
• Working experience in Active Directory environments and skilled in navigating in hybrid Unified Communications architectures
• Ability to analyze and automate workflows.
• Proficiency using Microsoft Office software (Word, Excel, PowerPoint, Access)
• Performs other duties and activities as directed.

Skills and Abilities Preferred

• Hosted voice systems (3CX), IP PBX, SIP, and understanding of diverse ISP networks.
• Platforms: AWS, Azure, Microsoft 365, Unified Communications (UCaaS and CCaaS)
• Advanced SQL, Windows, and RedHat server abilities
• Reports/analytics: BIRT, SQL Developer/SQL Plus, Business Objects, TOAD

Physical Requirements

• Operates office equipment such as a computer, telephone, fax machine, copier, etc.
• Indoor, office environment.
• Ability to lift a minimum of 25 pounds.
• Ability to drive occasionally as needed.
• Ability to sit for long periods of time.
• Requires frequent sitting, standing, walking, bending, and reaching.
• Requires use of computer for extensive periods of time.

Other Requirements

• Must have and maintain a valid Texas driver's license (if applicable).
• Attend system user group conferences, as assigned.
• Attend additional required continuing education training and workshops, as assigned.

Work Authorization Requirement

Applicants must be currently authorized to work in the United States on a full-time basis. CoServ does not sponsor employment visas at this time. Individuals working under OPT or STEM OPT must be able to maintain their work status independently, as CoServ does not complete Form I-983 or participate in the OPT extension process.