Sr, Production Support Analyst

Position Summary: This position provides high quality and timely, Tier 2 support to end users in the organization for Digital Media applications during core and non-core business hours, including weekends. This includes troubleshooting complex digital media and database applications for business customers and making data fixes (as necessary) using SQL to maximize application availability. Interacts with business users, Service Desk staff, business analysts, quality assurance analysts, software development team, network & server operations, DBAs, and external vendors to resolve application and environment problems.

The Sr. Production Support Analyst is responsible for coordinating with various IT teams to migrate software to production and testing environments, and performing assigned scheduled tasks from the production support checklist. Other key responsibilities include: responding to assigned Remedy tickets from customer requests and responding to system audit alerts.

This position provides operational support for the vendor developed and BI systems by executing ETL, migrating vendor releases, configuring test environments and debugging data issues.

The Sr. Production Support Analyst reports to the Manager of Systems Development and works under moderate supervision.

Responsibilities 1.• Provide multiple simultaneous tier 2 support across all applications including assisting end-users and making data fixes. 2nd level support includes problem identification, definition and implementation of short term work around and coordination of long term software solution with development team 2. Maintain ongoing communication with Service Desk, end-users, business analysts, QA team, development team on IT systems and issues. 2. Ensure that scheduled jobs complete successfully, troubleshoot as needed 3. Perform assigned tasks from the regular production support checklist 4• Track and report on key performance indicators for production support 5• Provide operational support for vendor applications and BI 6• Review and respond to system audit alerts 7• Provide support for the QA environment and the QA team ??• Create and update production documentation 8• Perform application configuration tasks 9• Provide after hours and weekend support as necessary 10. Code small SQL-based fixes, ad hoc reports and enhancements 11• Troubleshoot network related issues. 12. Monitor Remedy trouble management system to ensure all assigned production issues are addressed according to the appropriate service level 13. Provide system expertise to training teams in support of new employee training and ongoing system training needs 14. Communicate issue status to internal and external stakeholders 15. Participate in the application development review process to ensure Production Support team can support new applications and enhanced functionality 16. Maintain production support documentation and coordinate changes with Tier 1 service desk and other teams 17. Author outage notices for scheduled maintenance and coordinate with Tier 1 service to notify end users and other impacted groups 18. Provide systems training to IT groups and end users as necessary 19. Maintain on-line help documentation 20. Ensure compliance with all ITIL, SDLC, S-Ox, and Internal Audit requirements for all application changes (as applicable) 21• Perform other duties as assigned

Requirements * 5 years IT development or application support experience * Possesses understanding in the areas of application programming, database, system design, operating systems and networking. * 3 years experience developing SQL queries on Oracle and SQL Server databases * 3 years experience utilizing enterprise trouble ticketing systems (e.g. Remedy) * Ability to work on multiple items at one time and to ensure that overall priorities are being met * Strong organizational and problem solving skills * Strong analytical skills - with a strong understanding of business processes and issues from business users * Excellent verbal and written communications skills * Experience with online help tools (e.g. Robohelp) * Experience with ITIL or related service management frameworks preferred * Bachelors degree in Information Systems, Computer Science, or equivalent degree/work experience * Legal right to work in the United States

Please refer to job code 9275 when responding to this ad.

Category:	Advertising/Marketing/Public Relations
	> Other Advertising
Location:	Silver Spring, MD
County:	Montgomery County
ZIP Code:	20901
Pay Rate:	Open
Job Terms:	full time
Company:	Discovery Communications
Phone:	email only please
Fax:	email only please