Technical Analyst II

Description

The Technical Analyst II (TA) is the single point of contact for Technology at Revenue Generating Locations (i.e. Manheim Auto Auction). The TA collaborates with members of project teams and business owners to bring forth its technology to the client. The TA assists in design, development, testing, and post-release. The TA ensures service delivery for all interconnected network devices and workflow processes.

The TA is responsible to maintain system integrity and security.

The TA manages fixed infrastructure inter-connectivity and assists or design expansions after evaluating the business need. The TA is expected to manage, initiate, and/or participate in projects ranging from construction, business changes, and corporate-wide initiatives. When third parties are introduced, the analyst will be expected to engineer a solution or collaborate with the appropriate parties.

The TA advocates and escalates issues. They will assist locations with a client base ranging from 200 to 1000 team members. They will assist with client training, adoption, and satisfaction.

The TA’s role requires participation in location management team meetings with the expectation to assist business needs and/or changes. They will influence the local management team with operations and technology decisions with a strict adherence to company standards and best practices.

TA’s are required to have an awareness of operational knowledge specific to the client. This includes a wide scale knowledge of service portfolios to provide guidance and assistance.

Travel requirements for this role may be up to 25% .

The TA provides Service Delivery management by providing high uptime, managing local service contracts, and managing high-pressure issues and conflicts that arise during revenue generating sale-days.

Hardware/Software Installation

• Hardware procurement, delivery, implementation, and maintenance.
• Maintains documentation of physical assets in configuration and asset management records.

Preventive Maintenance

• Monitors the availability, performance, and throughput of supported technology infrastructure to proactively identify issues and remediate.
• Manages and maintains all infrastructure hardware and software ensuring they remain available at all required times. Tests and provides recommendations for replacement or upgrade of hardware or software to ensure business continuity.
• Maintains technology infrastructure support technical documentation.
• Leads location in disaster recovery for technology.

Incident Management

• Performs technology support, troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.
• Performs research and develops solutions for hardware and software issues.
• Updates incident records and knowledge base with appropriate and timely information.

Problem Management

• Recommends and develops solutions, resolve problems associated with incidents, and update problem records.
• Conducts root cause analysis.
• Submits requests for change records to remove errors.
• The role requires a high level of autonomy correlating to workflow. This is a results-driven position requiring knowledge of all facets of technology such as networking, software, and hardware.

Change Management

• Works with project teams to review and assess impact of new business requirements.
• Contributes to technical aspects of key change documentation (e.g. technical requirements, change impact assessments, change implementation plans, change rollout plans).
• Ensures the capacity, availability, security, and service support requirements are considered in all technology infrastructure changes.
• Implements, tests, and monitors technology infrastructure changes in line with change implementation plans.
• Ensures technology infrastructure changes meet agreed service acceptance criteria.
• Maintains asset and configuration management records.

Training

• Trains end users for Corporate initiatives such as device or software deployment for teams such as Security, Device Engineering, and Software teams.

Essential

• BS/BA degree in related discipline and 2 years experience in a related field. The…