[Hiring] Senior IT Operational Analyst @ACI Infotech

Role Description

The Primary function of this position is to provide production support for the Integrations suite of products across the enterprise. The Lead Operations Analyst will be responsible for:

• Providing techno-functional support of Sterling Integrator (B2BI) and Cleo Harmony (MFT)
• Providing supplemental support on Dell Boomi for SuccessFactors, MuleSoft, and other miscellaneous middleware applications
• Providing leadership with troubleshooting, incident management, service requests, and continuous improvements on the Integration platform and related applications
• Accountable to maintain technical system and process documentation
• Demonstrated experience within IT Service Management, Customer Service, Incident and Service Request Management
• Demonstrated experience in application administration, configuration, ITIL software lifecycle, data integrations
• Gaining expertise on other related middleware applications (for example, SuccessFactors and MuleSoft), data warehousing, ITIL, PMP, and report generation

Principal Duties & Responsibilities:

• Provide Support & Service Delivery for Integrations suite of applications including but not limited to Sterling Integrator (B2BI), Cleo Harmony (MFT), Dell Boomi for SuccessFactors, MuleSoft, SAP integrations, and other miscellaneous middleware applications
• Strong focus on end-user support, ticket management, IT process management, technical leadership
• Day-to-day support and maintenance for B2BI and MFT
• Understand the business processes, how the application supports the business processes, and apply this knowledge to best solve problems
• Provide alternatives and recommendations based on best practices and application functionality
• Evaluate logical views, data hierarchies, integrations, and reporting structures
• Assist users with problems and resolve issues independently, strong incident resolution management
• Work with existing systems to track and manage service requests and issues
• Assist in requirement gathering and create and maintain system and user documentation

Qualifications

• 10+ Years of experience

Requirements

• Experience in IT Service Management
• Experience in Customer Service
• Experience in Incident and Service Request Management
• Experience in application administration and configuration
• Familiarity with ITIL software lifecycle and data integrations