IT Analyst

Description

• Communicates effectively with both technical and business personnel to gather requirements, communicate expectations, identify solutions, and create action plans.
• Provide day-to-day support, predominantly simple incidents, that are disrupting normal business operation in a timely manner, to ensure timely, reliable, cost effective service to Eaton employees and customers.
• Executes enhancement requests and new requirements using standard Eaton request fulfillment process( simple complexity enhancement requests)
• Works closely with other IT support groups and impacted customers for effective resolution and testing of fixes for production support issues, Build rapport with concerned stakeholders
• Participates in meetings and facilitate discussion that leads to meaningful dialogue and identifies and documents appropriate system / business requirements.
• Follow and assist in Change Management process
• Meet BSC Support Metrics. Meet/Exceed CSAT score
• Reporting and Metrics – define and build reports, metrics, and dashboards
• Creates and executes test plans for task and unit level programming deliverables. Creates test data to prove all test cases. Executes and documents results of test plans to ensure modules will operation properly in the production environment.
• Maintains understanding of key processes, schedules, cycles, profiles, etc. for the technical systems in use by a customer
• Consults with customers and IT managers to execute develop, define, and prioritized work assignments and work delivery.
• Communicate with customers, suppliers and vendors for issues and resolution, simple complexity s. articulated in terms they understand.
• Provides estimates for effort and schedule for assigned tasks. On-Time Delivery and Quality(per Defect Density),
• Participate in and suggest ideas for Continuous improvements identified through problem solving, technical enhancements, process improvements, lessons learned, pain points etc. (Low)
• Documents and create knowledge repository which will helps in providing quick resolution of tickets.
• Collaborate/share support work / Knowledge to other team members and third Party applications/teams
• Serves as the primary end user contact point for related Support activities and customer escalations
• Performs promotion and migration activities of software and components through the pre-production to production instances; and operational activities
• Assist in driving and promoting Service Management best practices in process areas such as Incident, Problem, Change and Release Management within the Application Services team
• Routinely provide insights into trends and patterns
• Prioritizes incidents to ensure high impact and urgent tickets are worked on priority and taking leadership to ensure no customer impact
• Works on Analysis and Design for requests assigned in addition to development and testing
• Implements changes in compliance with Eaton practices for change management.
• BSC Support Metrics - incidents and Requests
• Collaborate effectively with other IT teams to resolve simple services and application issues.
• Ensures sign-off on all major system deliverables by stakeholders
• Suggests and builds re-usable components (simple complexity)
• Satisfactorily deliver IT services exceeding the established SLAs while maintaining satisfactory customer feedback.
• Responds to and resolves technical questions and service requests(Simple complexity) from the User Community.
• Works proactively for improving BSC metrics and customer satisfaction
• Analyzes and troubleshoots simple complexity production problems and implements the proper fix.

Requirements

• Good analytical skills.
• Fluent English
• Basic Understanding of the IT strategic plan.
• CSAT Metric
• Has good understanding of Web services.
• Bachelor’s degree from an accredited institution.
• Basic understanding of some of Eaton IT organization.
• Understands basic aspects of SDLC Software Development Life Cycle and implementation methodology.
• Demonstrates working knowledge of respective technical solutions and technology. Appraises multiple alternative s and presents pros and cons of each for team decision-making.
• Should have basic understanding on IT, ITSM and application landscape.
• Has a good understanding of Object Oriented Systems and Concepts.
• Has past experiences in various web technologies.
• Has a good knowledge on one backend ( Oracle or SQL Server ).
• Basic understanding of ITIL for Incident and Request Management.
• Understands all aspects of Software Development Life Cycle
• Entry level experience and can execute with minimum guidance.
• Should have basic understanding of business operations and domain knowledge.
• Relevant technology Experience of around 1-3 years .

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance