Primary Function

The Primary function of this position is to provide production support for the Integrations suite of products across the enterprise. The Lead Operations Analyst will be responsible for

• Providing techno-functional support of Sterling Integrator (B2BI) and Cleo Harmony (MFT)
• Provide supplemental support on Dell Boomi for SuccessFactors, MuleSoft and other misc middleware applications
• Provide leadership with troubleshooting, incident management, service requests and continuous improvements on Integration platform and related applications
• Accountable to maintain technical system and process documentation.

An incumbent in this role must be able to work across different versions of integration middleware, understand SAP data interfaces, and other various business applications.

Dimensions:

• Demonstrated experience within IT Service Management, Customer Service, Incident and Service Request Management.
• Demonstrated experience in application administration, configuration, ITIL software lifecycle, data integrations.
• Should be gaining expertise on other related middleware applications (for example Sucessfactors and MuleSoft), data warehousing, ITIL, PMP, and report generation

5) Principal Duties & Responsibilities

Provide Support & Service Delivery for Integrations suite of applications including but not limited to Sterling Integrator (B2BI), Cleo Harmony (MFT), Dell Boomi for SuccessFactors, MuleSoft, SAP integrations, and other misc. middleware applications.

• Strong focus on end-user support, ticket management, IT process management, technical leadership
• Day to day support and maintenance for B2BI and MFT
• Understand the business processes, how the application supports the business processes and apply this knowledge to best solve problems
• Provides alternatives and recommendations based on best practices and application functionality
• Evaluate logical views, data hierarchies, integrations and reporting structures
• Assist users with problems and resolves issues independently, strong incident resolution management
• Work with existing systems to track and manage service requests and issues.
• Assist in requirement gathering and create and maintain system and user documentation

5.a) Additional specialized Duties & Responsibilities

Change Management

· Creates and implements Requests for Change and adheres to all documented change management processes.

· Assesses the technical impact of RFC and may attend Change Advisory Board (CAB) meetings, when appropriate.

· Leads minor enhancement/change management efforts.

Technical and Functional Requirements for New Projects

· Works with project team to understand technical and functional requirements for the purpose of transitioning to support.

· Reviews the design of new service requirements to ensure it can be supported.

· Provides recommendations to improve design and/or cost of technical and functional requirements.

Production Support

· Coordinates problem resolution among team members.

· Provides at least Level 2 operation and maintenance support.

· Analyzes activity and problems to discover and prevent systematic errors.

· Diagnoses accessibility, availability or operability problems.

· Researches, analyzes, and determines the appropriate course of actions for fixing problems, identifies and mitigates risks, and implements solutions.

· Coordinates problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problems.

· Escalates/communicates issues when necessary.

· Documents, monitors, reports, and manages the resolution of systemic Issues.

· Proactively monitors and reviews data integration points, applications, ticket history to identify areas of improvement.

Vendor Management

• Reviews vendor contracts for alignment with desired results.
• Provides advice and counsel to the vendor relationship decision-making and contract development processes.
• Reviews service provider performance.
• Identifies and confirms performance problems and notifies contract managers.

Technology Management/Leadership

• Provides clarity on objectives, scope and organizational change management.
• Manages IT technology solutions to ensure successful fulfillment of end-user requirements, proper and accurate testing and sound implementation.
• Provides technical leadership and mentoring throughout the organization and team regarding suite of applications
• Ensures system technical and process documentation for applications meets minimum requirements.
• Leadership over small projects and teams to complete continuous improvement efforts.