What are the responsibilities and job description for the Rapid Response Support Analyst position at Crew?
Duration: FTE
Location: IA-West Des Moines, 100% Remote
Overview: Crew helps our clients deliver change through IT project delivery, business process improvement, and operational efficiency efforts. Our high-performing consultants are natural leaders who manage a wide range of responsibilities that vary from assignment to assignment. Our consultant training programs, investment in career development, and premier client portfolio ensure constant challenge and rapid growth for our employees. Crew technical analysis associates act as liaisons between business and technology teams, assisting in the design, development, and testing of technical solutions.
Responsibilities
At Turnberry, inclusion is one of our core values. We are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.
Americans With Disabilities Act (ADA)
Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at turnberryhr@turnberrysolutions.com.
Location: IA-West Des Moines, 100% Remote
Overview: Crew helps our clients deliver change through IT project delivery, business process improvement, and operational efficiency efforts. Our high-performing consultants are natural leaders who manage a wide range of responsibilities that vary from assignment to assignment. Our consultant training programs, investment in career development, and premier client portfolio ensure constant challenge and rapid growth for our employees. Crew technical analysis associates act as liaisons between business and technology teams, assisting in the design, development, and testing of technical solutions.
Responsibilities
- Analyze various logs, including application logs to properly troubleshoot and identify root causes to issues
- Develop strong partnerships and collaborate with external IT teams to support the monitoring, alerting, and reporting needs of Rapid Response and our dedicated support areas
- Partner with Development team, Tech leads, and Architecture team to ensure applications are operating at high performance and with system integrity
- Leverage a data-driven focus and mindset to present factual evidence that supports the business discussions, decisions, and solutions
- Partner with Rapid Response Support Lead to address additional activities and tasks needed to support the success of the e-Delivery/Imaging and other customer engagement business initiatives
- Minimum of two years performing like duties:
- Operating from a ticketing system like Ivanti, ServiceNow, etc.
- Experience in pulling, reading, and communicating reports from technologies like: Operata, Xtraction, App Dynamics, Thousand Eyes, and Aternity
- Experience building dashboard reports for IT and Business leadership
- Minimum of one year experience with IAM, Imaging, Salesforce, and Amazon Connect strongly desired
- Maintain standard operation hours: 7:30 AM-5 PM (Mon-Thurs) and 7:30 AM-12:30 PM (Fri)
- Provide rotational on-call support coverage after standard operations as required by schedule
- Strong troubleshooting acumen
- Highly organized and detailed oriented
- Ability to handle ambiguity
- Situational awareness
- Strong communicator
- Experience writing to senior leadership
- Customer service focus and mindset, especially the ability to offer empathy and patience to end-users
- Ability to work under pressure and prioritize activities to the strategic priorities of the team and business
- Power BI certification, obtained or working towards
At Turnberry, inclusion is one of our core values. We are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.
Americans With Disabilities Act (ADA)
Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at turnberryhr@turnberrysolutions.com.
Salary : $62,000 - $85,000
