Systems IT Analyst Lead

  • location: Jersey City, NJ
  • type: Permanent
  • salary: $75,000 - $100,000 per year
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job description

Systems IT Analyst Lead

job summary:
The Systems IT Analyst Lead is responsible for managing the support activities, ensuring service delivery SLA's are met and consistently delivering quality customer service. The Lead will oversee the efficient delivery of services including TechConnect support, incident management and the escalation of system alerts. They will also play a significant role in communicating issues to support teams and IT Management. This is a fast paced environment with frequent interactions with Business and Application teams. He/She will participate in small to medium size projects in support of the department objectives.

location: Jersey City, New Jersey
job type: Permanent
salary: $75,000 - 100,000 per year
work hours: 8 to 5
education: Bachelors
Principle Responsibilities:


  • Oversee the production activities and initiate corrective actions in a professional and timely manner when applicable.
  • Provide and direct second level phone support for a variety of desktop, application, security and data accessibility incidents/requests.
  • Lead Incident Management activities, including the managing of the incident tickets, collaborating with support teams, effective communication of issues and detailed documentation of events.
  • Identify negative trends from an incident perspective and follow-up with support teams to develop a solution.
  • Lead the shift turnovers by reviewing changes, current incidents, special instructions, new documentation and staffing items.
  • Work collaboratively with the various systems teams to support their weekly changes.
  • Follow the ITIL framework when handling Incidents, Problems and Changes.
Client Support

  • Establishes and maintain a culture of exceptional client service.
  • Build strong relationships with all systems support teams to promote problem solving, innovation, and efficient troubleshooting for the end user community.
  • Effectively handle user escalations to ensure their needs are met.
  • Advocate for continuous improvement within the team and the IT Service Management process.
  • 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.
  • Review the quality of the shift's incidents tickets to ensure the information is accurate, complete and current.
Maintenance :

  • Provide environmental monitoring for all BBH locations globally.
  • Direct, report and monitor vendor maintenance activities for multiple locations.
  • Continually develop and review operational documentation, procedures and standards to ensure accuracy and effectiveness.
Required Knowledge, Skills & Abilities

  • BA/BS Information Technology
  • 5 years' experience with Help Desk, Desktop Support, Systems Support, Security Provisioning or technical liaison role.
  • 1-3 years of progressive experience in a Lead position.
  • Experience with Client Service related functions.
  • Basic knowledge of mainframe and distributed software tools.
  • Knowledge of standard desktop tools, such as Microsoft Office suite and Lotus Notes.
  • UNIX and Windows servers experience a plus.
  • 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 work 3 day workweek (Fri, Sat & Sun - 8am-8pm).
  • Must work some overtime and some holidays.
  • Flexibility, adaptability and willingness to learn new things.
  • Experience in an ITIL environment.
  • 5 years' experience with Help Desk, Desktop Support, Systems Support, Security Provisioning or technical liaison role.
  • 1-3 years of progressive experience in a Lead position.
  • Experience with Mainframe technologies and tools

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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