Data Analyst - Managed Device Services

Description -

Job Summary
• This role is responsible for utilizing technical knowledge to address high-risk and complex application issues. The role independently handles single and cross technology/application incidents, collaborating with various teams to resolve cases and documenting solutions. The role identifies and manages escalations, validates changes, and oversees configuration management processes. The role applies organizational solutions to complex needs, enhances capacity management, and leads recovery efforts while solving intricate problems and maintaining operational efficiency.

Responsibilities
• Utilizes growing technical knowledge to address application issues involving high risk or complexity.
• Tackles single and cross technology/application incidents independently and collaborates with the team, delivery centers, and other organizational units to effectively resolve complex cases, documenting known errors and workarounds.
• Identifies, manages, and leads potential escalations and alert management, in accordance with established procedures and policies.
• Assesses, enacts, and validates complex and high-risk changes/solutions to fulfill customer requirements; participates in a Change Advisory Board.
• Supervises the processes of configuration management, addresses issues, and establishes methodologies for enhancing operational efficiencies.
• Applies organizational solutions to fulfill complex customer needs, including innovative service delivery models for new services.
• Demonstrates comprehensive understanding of contract obligations across the area of business.
• Enhances the effectiveness and efficiency of capacity management processes and operational practices, evaluating the potential impact of proposed changes on capacity design and planning.
• Leads activities related to damage assessment, coordinates with other recovery teams, makes decisions regarding recovery steps, maintains comprehensive records, and furnishes reports on recovery status.
• Applies developed subject matter knowledge to solve difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Technology Service Management, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in change management, incident management, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications
• ITIL Certifications
• Project Management Professional Certification

Knowledge & Skills
• Agile Methodology
• Application Programming Interface (API)
• Automation
• Computer Science
• Debugging
• IBM DB2
• Java (Programming Language)
• Linux
• Operating Systems
• Project Management
• Project Resources
• Python (Programming Language)
• Resource Management
• SAS (Software)
• Scripting
• Software Development
• Software Engineering
• SQL (Programming Language)
• Stakeholder Management
• Statistical Programming

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement