CRT/System Analyst

The Customer Engagement Manager is responsible for bridging the gap between Information Technology Enterprise Applications and our customer. The customer is generally internal to the Corporation. The primary objective for this role is to augment the delivery capabilities of IT services; effectively build personal relationships, provide consistent representation and leadership, and facilitate corporate growth and develop strategic vision.

Responsibilities
- Manage service requests for tools/applications (in-house and vendor) through life cycle management process including coordination with development, test, audit, security, and architecture teams.
- Ensure strength in requirements definition and appropriate level of integration is considered.
- May provide and manage configuration of certain applications supported by the Applications department.
- Provide advanced level technical support to projects as well as serve as a focal point for escalation.
- Provide Executive level presentations of implementation status and technical challenges of our customers that explain core issues, plans, and escalation topics in an easy to understand format.
- Budget and cost management of scopes of work associated with their customer base.
- Serve as an extension of both automation and enterprise database teams in order to share issues and contribute growth to support capabilities and overall maturity model.
- Develop relationships with core, regional, and local application teams as a means of fostering a standardized approach to development and deployment practices.
- Problem determination on performance and availability breaches against mission critical project infrastructure (network, domain, storage, server, database, application, client).
- Assist with prioritization of identified issues, associated fixes, and communications to resolving parties (internal technical staff, service providers, and vendors).
- Assist with development of Help Desk knowledge packs for establishing proper operational support matrix and means of identifying escalation; this includes ensuring ticket queues in place.
- Maintain a technical forum of known issues and fixes for consumption by global staff.
- Develop and maintain hosting documents for key applications in order to provide a standardized delivery mechanism across data centers and ensure consistent performance.

- B.E./ B.Tech degree in Computer Science, Information Systems, Engineering, or equivalent work experience
- 8-15 years experience in systems analysis, production support, or application development
- May have knowledge of MSSQL Server platform services (performance tuning, various types of replication, profiler and data collection, resource governor, data management views)
- Familiarity with application virtualization technologies and delivery methods to remote users
- May have Big 4 Consulting experience
- Should have participated in, and be familiar with, Agile application development methodology and practices
- Should have participated in, and be familiar with, Quality Assurance application testing methodology and practices

- Accredited degree or global equivalent in Computer Science or related discipline

- Experience in computer systems or Information Technology (IT) support, with technical proficiency in operating systems and programming languages

- Strong written and verbal communication skills

- Strong interpersonal skills

- Excellent analytical, technical, planning, and organizational skills