Systems Management Specialist - Production Support

Job Summary

Proactively monitor and troubleshoot applications and system hardware/software in a complex, dynamic environment with multiple mainframes, open systems, and distributed platforms. Responsible for communicating the impact and severity of service interruptions and escalating to the appropriate manager or support team in agreement with negotiated service levels. Performs rapid assessment of system alerts and determines the best course of action to restore service.

Provides direct support to CSX Technology and CSX Technology customers with application and/or network problems. Performs tasks associated with Incident, Problem, and Change Management processes. Each Specialist is accountable for providing excellent customer service and maintaining system availability. Applicants will be required to engage in ongoing background checks through the duration of this position with continued passing results.

• Isolates, diagnoses and responds to alerts within the documented guidelines.
• Utilizes commands to activate controls on computer and peripheral equipment to integrate and operate equipment.
• Monitors the system for equipment failure or errors in performance. Must notify supervisor or computer maintenance technicians of equipment malfunctions and/or application issues.
• Resolves common program error messages by identifying and correcting the problems or terminating the program.
• Utilizes spreadsheet programs and other types of software to load and manipulate data and to produce reports.
• Oversees the operation of computer hardware systems, including coordinating and scheduling changes that impact the business.
• Control the console of mainframe and mid-tier devices and must maintain a working knowledge of system commands.
• Proactively monitors and documents trends to reduce customer/business impact. Includes hardware/software/problems such as operational discrepancies, job aborts, and network issues.
• Maintains a variety of documentation, including operations procedures.
• Communicates with customers, business partners and vendors within and outside of CSX Technology via email, phone and automated systems. A major component of the communication involves the facilitation of Incidents, bridge calls, and promptly notifying the business via Oncall system (MIR3/Opsgenie, Service Now).
• Working knowledge of Change, Incident, Configuration Management and its ITIL processes/tools. Expected to remain current with changing technologies. This includes training on new equipment and software, learning new or modified procedures, reading technical manuals and taking advantage of online training opportunities.
• Provide excellent customer service when communicating with the user community.
• Miscellaneous activities and responsibilities as assigned by manager.

• Bachelor's Degree/4-year Degree
• High School Diploma/GED
• 2 or more years of experience in Information Systems/Technology.

• Bachelor's Degree/4-year Degree
• 2 or more years of experience in Information Systems, Transportation/Intermodal Operations or Logistics.

• Display superb customer service skills and capabilities to include all forms of customer interface.
• Have experience with some or all of the phases of business process and systems monitoring.
• Document issues/symptoms and utilize knowledge database for user restoration and problem analysis.
• General knowledge of Request Mgt. and ability to use Service Mgt. tools to accurately enter Requests/Incidents.
• Batch Job Processing (UAT & Production) – Experienced with some / all of the following z/OS, JES2, CICS, IMS, DB2, CA/7, ZWS, IWS, TSO, Windows OS & applications, Ionix, VMS, Opsgenie, AIX, Solaris, Unix, VTAM, Netview, Business Objects, Service Now.
• Ability to type 30 words per minute accurately.
• Experience with Incident Management. This includes facilitation, escalation and documentation for incident(s).
• Basic knowledge of Microsoft Office products.
• Team member on an AITC Disaster Recovery Team.

• Hours which include rotating on‑call responsibilities which may be outside standard hours.
• Work hours may vary in length and schedule (may include a non‑standard work week).