The Systems IT Analyst will assist in the handling of all mainframe and distributed platforms.  This position requires a broad range of skills in support of various IT disciplines. He/She will perform a variety of tasks including system operations, first level help desk support and first level infrastructure/application support.  The employee will utilize their communications skills in effectively documenting incidents and provide timely updates to Sr. Management. This is a fast paced environment with constant interactions with Business and Application teams. He/She will participate in small to medium size projects in support of the department objectives.

Technical:

• Perform first level support responsibilities for various platforms (Windows, UNIX, Notes)
• Handle both Mainframe and Distributed job scheduling responsibilities.
• Manage production activities via various mainframe and distributed tools.Initiate corrective actions in a professional and timely manner when applicable.
• Provide second level phone support for a variety of desktop, application, security and data accessibility incidents/requests.
• Perform Incident Management responsibilities, including the managing of the incident tickets, collaborating with support teams, effective communication of issues and detailed documentation of events.
• Manage the distributed scheduler infrastructure and handle the application administration duties.

Client / User  Support

• Provide professional phone support to our global users and clients.
• Monitor transmissions from business partners and follow contingency plans, as needed.
• Serve as an escalation point for all system support teams.
• Perform testing activities as required by the application developer teams.
• Create detailed incident, problem and request documentation in support of the user/client needs.

Maintenance:

• Perform Data Center facilities management (Assets Mgmt, Change Mgmt, Security Administration)
• Direct vendor maintenance activities for all BBH locations.
• Continually ensure that operational documentation, procedures and standards are developed and maintained.

Requirements:

• BA/BS Information Technology + 2 - 3 years' experience
• Knowledge of standard desktop tools, such as Microsoft Office suite and Lotus Notes
• Ability to perform first level support for UNIX and Windows platforms
• Demonstrate exceptional customer service skills when performing second level phone support of desktop, application and security needs.
• Strong verbal and written communication skills – Fluency in English.
• Experience meeting deadlines and service deliverables
• Ability to multi-task in a fast paced environment
• Strong organization and prioritization skills
• Ability to effectively communicate technical concepts to non-technical colleagues.
• Ability to work flexible hours from time to time
• Must work some overtime and some holidays from time to time
• Flexibility, adaptability and willingness to learn new technology
• Motivated individual interested in working with other IT teams
• Ability to work flexible hours (Tuesday to Saturday 6:00 AM - 2:30 PM CET schedule)

Nice to have requirements:

• Experience with Mainframe and/or distributed scheduling concepts
• Experience with an ITIL framework
• Experience with Splunk
• Experience with ServiceNow

What We Offer:

• A collaborative environment that enables you to step outside your role to add value wherever you can;
• Direct access to clients, information and experts across all business areas around the world;
• Opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm;
• A culture of inclusion that values each employee’s unique perspective;
• High-quality benefits program emphasizing good health, financial security, and peace of mind;
• Rewarding  work with the flexibility to enjoy personal and family experiences at every career stage;
• Volunteer opportunities to give back to your community and help transform the lives of others.