Analyst III, Technical Support | BomaLink

Analyst III, Technical Support

Information Technology

Posted 3 months ago


Must Have:



I. Job Summary
Under minimal supervision, provides higher level support to field-based analysts assigned to his or her team or designated area, frequently handling non-standard issues, or those for which no resolution has been found. Serves in a Project Facilitator role to assist in the planning and implementation of Group-wide corporate initiatives, develop and analyze new technology deployments and identify different levels of troubleshooting and proactive maintenance. Administers and analyzes information systems operations at an advanced technical level, and provides technical direction and recommendations to improve utilization and efficiencies.

II. Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned. Provides technical support for Field based analysts when required. Creates documentation for self-help support and to assist other IT personnel with support. Creates and delivers highly complex solutions and processes, and implements projects at an advanced technical level regarding systems operations. Analyzes and evaluates information systems operations and provides expert technical direction and recommendations to improve utilization. Identifies potential areas for cost savings and performance improvements through consolidation of similar applications on a single platform. Acts as a liaison with clients, vendors and technical IT groups. Builds and manages ongoing relationships with business stakeholders in IT and Administrative Services. Assumes responsibility to coordinate solutions when needed. Reports on process and system performance to manager. Assists with the restoration of IT services at locations impacted by catastrophic events or unforeseen circumstances. Conducts training for, and directs the efforts of, end users, outside vendors and less experienced staff. Facilitates and assists with software update distributions (major deployments at satellite locations). Provides 24x7 on call support as required.

III. Supervisory Responsibilities
May coach and mentor less-experienced personnel and act as team leader on systems projects.

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: Bachelors Degree in Computer Science, MIS, Business Administration or similar area of study. Five years of related experience. An additional four years of related experience may substitute for the Bachelors degree. Preferred: Bachelors Degree in Computer Science, MIS or Business Administration and seven years of related experience.
B. Certificates, Licenses, Registrations or Other Requirements
None required
Preferred: MCP, ITIL, CCNA.
C. Other Knowledge, Skills or Abilities Required
Advanced knowledge or skills in one or more of the following is required: Varying levels of proficiency in the following:
o Computer/software installation, maintenance, and trouble-shooting.
o Microsoft Word, Outlook, Excel, Visio, Project, and PowerPoint.
o SharePoint Setup.
o Basic Server support, including backup/restoration methods, troubleshooting, and problem resolution.
o WM Standard software, including enterprise applications (COMPASS, Fastlane, etc.) and supported WM 3rd party applications (Kronos, etc.).
o Networking components (switches, routers, cabling).
o Telephony systems and wireless devices (blackberries, aircards).
o Disaster recovery procedures as specified in Corporate guidelines.
o Scripting, program design, packaging, imaging, or similar experience to aid in the design, creation, and implementation software tools meant to assist Field Based personnel.
o Training others on both technical and non-technical material. Moderate knowledge of the waste industry, including collection, disposal, and recycling. Must be capable of leading projects that are low to medium level of complexity with minimum supervision. Ability to communicate to all levels of the organization (including technical and non-technical audiences and Senior Leadership). Capable of presenting/speaking in front of medium sized groups of people. Ability to keep confidential information confidential. Give positive and constructive feedback in a professional manner. Demonstrate effective leadership and Superior time management abilities. World Class Customer Service Skills.
Ability to lift up to 50 pounds.
D. Other Knowledge, Skills or Abilities that Contribute to Success
None required

V. Work Environment and Essential Functions
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. [Note: the following is defaulted for office setting position] Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day; Required to exert physical effort in handling objects less than 30 pounds rarely; Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely; Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely; Normal setting for this job is: office setting.


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