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Enterprise Imaging Services Analyst - Core Technology Infrastructure

Charlotte, North Carolina;

Job Description:

The Enterprise Imaging Service Analyst is part of a team that operates & supports scanner infrastructure in our financial centers which supports front counter check scanning operations.

  • Support team members provide support 7am - 8pm Mon-Fri (rotational on-call for after hours and weekends).
  • Must be very experienced & knowledgeable of enterprise scale imaging products and hardware and aligned software, and client Windows OS print processes.
  • Leads a team that is expected to be able to triage incidents quickly and to proactively identify issues before they occur.
  • The candidate must be a self-starter who is able to work independently, and must be able to anticipate, identify, diagnose, and solve critical problems.
  • The candidate will need to have a clear understanding of ITIL processes for incident, problem, event, & change management, with an emphasis on compliance with enterprise change management procedures Candidate must be able to communicate clearly both verbally & in writing, and must work well across multiple teams and regions.
  • Candidate should be skilled and experienced working with 3rd party vendor support, monitoring and ensuring troubleshooting escalations and experienced working with resolving Network Wireless failures.
  • Previous work in the operational support Retail / Financial Center environment. Familiar with Break / FIX Repair and escalation process.

Daily job responsibilities:

  • Validate application & infrastructure health and troubleshoot any issues.
  • Review incident queue and ensure tickets are assigned & worked in alignment with team priorities. Respond to escalations for infrastructure or application issues.
  • Participate in team and management meetings as scheduled.
  • Review changes and provide feedback for any needed modifications, and participate in change implementations as scheduled.
  • Review infrastructure capacity and performance and provide feedback for needed updates.
  • QA and certify new infrastructure as production ready as needed.
  • Complete required enterprise and product training when assigned.
  • Comfortable communicating across all levels of operational, engineering support and management and acting as escalation path to resolve issues.
  • Perform root cause analysis on hardware products failures.
  • Experienced in working with LOB to take corrective action to resolve issues and mitigate future issues.

Required Skills

Ideal candidate will be very experienced & knowledgeable of enterprise scale scan and print products.

Desired Skills

  • Panini check scanners, device certificates, Remedy, Splunk, Agile, PowerShell, and ITIL certification.
  • Proven team player who can work comfortably in a multicultural environment
  • Proven ability to work independently, multi task and effectively work in a complex environment with a global team structure
  • Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.
  • Detail oriented and organized
  • Must be pro-active, enthusiastic, flexible, results driven with attention to detail
  • Strong problem solving and critical thinking skills
  • Motivation to achieve results and the ability to quickly integrate into teams
  • Ability to work in an ambiguous environment and draw and defend results and conclusions
  • Ability to work in a dynamic and team oriented environment
  • Ability to balance a significant workload, prioritize and multitask
  • Ability to work in non-contiguous shifts including the potential for weekend
  • Coachable and open to feedback
  • Robust facilitation skills and situational awareness
  • Ability to drive continuous improvement through transparency and learning
  • Exhibits a continuous learner mindset and is comfortable when faced with complex problems
  • Strong navigation skills and organizational awareness
  • Takes ownership – Demonstrates sense of commitment to work. Is dependable and conscientiously follows through on commitments.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The Enterprise Imaging Service Analyst is part of a team that operates & supports scanner infrastructure in our financial centers which supports front counter check scanning operations.

  • Support team members provide support 7am - 8pm Mon-Fri (rotational on-call for after hours and weekends).
  • Must be very experienced & knowledgeable of enterprise scale imaging products and hardware and aligned software, and client Windows OS print processes.
  • Leads a team that is expected to be able to triage incidents quickly and to proactively identify issues before they occur.
  • The candidate must be a self-starter who is able to work independently, and must be able to anticipate, identify, diagnose, and solve critical problems.
  • The candidate will need to have a clear understanding of ITIL processes for incident, problem, event, & change management, with an emphasis on compliance with enterprise change management procedures Candidate must be able to communicate clearly both verbally & in writing, and must work well across multiple teams and regions.
  • Candidate should be skilled and experienced working with 3rd party vendor support, monitoring and ensuring troubleshooting escalations and experienced working with resolving Network Wireless failures.
  • Previous work in the operational support Retail / Financial Center environment. Familiar with Break / FIX Repair and escalation process.

Daily job responsibilities:

  • Validate application & infrastructure health and troubleshoot any issues.
  • Review incident queue and ensure tickets are assigned & worked in alignment with team priorities. Respond to escalations for infrastructure or application issues.
  • Participate in team and management meetings as scheduled.
  • Review changes and provide feedback for any needed modifications, and participate in change implementations as scheduled.
  • Review infrastructure capacity and performance and provide feedback for needed updates.
  • QA and certify new infrastructure as production ready as needed.
  • Complete required enterprise and product training when assigned.
  • Comfortable communicating across all levels of operational, engineering support and management and acting as escalation path to resolve issues.
  • Perform root cause analysis on hardware products failures.
  • Experienced in working with LOB to take corrective action to resolve issues and mitigate future issues.

Required Skills

Ideal candidate will be very experienced & knowledgeable of enterprise scale scan and print products.

Desired Skills

  • Panini check scanners, device certificates, Remedy, Splunk, Agile, PowerShell, and ITIL certification.
  • Proven team player who can work comfortably in a multicultural environment
  • Proven ability to work independently, multi task and effectively work in a complex environment with a global team structure
  • Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.
  • Detail oriented and organized
  • Must be pro-active, enthusiastic, flexible, results driven with attention to detail
  • Strong problem solving and critical thinking skills
  • Motivation to achieve results and the ability to quickly integrate into teams
  • Ability to work in an ambiguous environment and draw and defend results and conclusions
  • Ability to work in a dynamic and team oriented environment
  • Ability to balance a significant workload, prioritize and multitask
  • Ability to work in non-contiguous shifts including the potential for weekend
  • Coachable and open to feedback
  • Robust facilitation skills and situational awareness
  • Ability to drive continuous improvement through transparency and learning
  • Exhibits a continuous learner mindset and is comfortable when faced with complex problems
  • Strong navigation skills and organizational awareness
  • Takes ownership – Demonstrates sense of commitment to work. Is dependable and conscientiously follows through on commitments.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21078112

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Kathleen Jones-Griffith

Referral Bonus:

0