PS Engineer II

Overview:
This position will provide analytical and technical support on all aspects of a combined production/development environment and work directly with internal and external customers to understand the business environment and needs for transitioning support into production and maintenance for production systems within production. Perform the system maintenance, configuration maintenance and day-to-day service request activities in our 24x5 Production Support group for all applications hosted by Concur. Employee will be a member of a Production Support team that is supporting the operational activities related to deployment and maintenance of our rapidly expanding business in the US, UK and eventually Asia Pacific. Employee should have an interest in technology, passion for customer service and a drive to continuously improve. Direction will be taken from and direct reporting responsibilities will be to the Production Services Supervisor.

Responsibilities:
• Provide subject matter support to operations for a wide variety of environment configurations, batch processes, application and database support.
• Create detailed instructions to support operation and maintenance of environment configurations and support processes.
• Work with internal and external customers to design and implement business requirements to ensure quality of services.
• Form partnerships with appropriate IT departments, including analyze system and organizational impacts of changes and assist in the management of this change for customers and/or partners.
• Strive for IT solutions that support automated support solutions.
• Act as a focal point for communications and distribution to Hosting Production Operations.
• Troubleshoot through resolution and communicate system, service and/or process anomalies.
• Provide coaching and mentoring to new and existing team members.
• Analyze service requests, which entail recording problem/symptom, analysis performed, resolution, and other information relevant to resolving the problem.
• Develop conclusions resulting in detailed recommendations for strategic changes and process improvements.
• Be the technical lead responsible for ensuring that the team (ProdOps) performs the necessary steps to ensure accurate performance.
• Analyze training needs and provide information to the management team for development of appropriate training solutions.


• Analyze impacts of system and operational changes to production and assist in the management of the changes to operations.
• Creatively utilize available tools to ensure that our service level commitments are met for customer satisfaction.
• Respond to all customer support requests and provide adequate and timely feedback.
• Conduct and attend support review sessions to provide feedback and ensure Hosting Production Operations is adequately represented.

Qualifications:
Education, Experience & Training required:
• Bachelor's degree in related discipline or equivalent experience required.
• 3-5 years experience in computer operations, production control or other IT related field highly preferred.
• Experience in a “hosted� operations senior support role required.

Job Specific Specialized Knowledge & Skills:
• Knowledge of the windows and UNIX operating system required specifically: Windows 2000, access rights & permissions, terminal server, remote administration.
• Experience creating: queries, select statements, update statements, controlled deletes, installing triggers, stored procedures, debugging SQL code
• Knowledge of web-based tools and languages required.
• ability to read, understand and troubleshoot ASP and XML code
•Experience creating: queries, select statements, update statements, controlled deletes, installing triggers, stored procedures, debugging SQL code
• Scripting experience required and ability to write DOS batch files.
• Knowledge of systems monitoring and batch monitoring tools required: System Monitoring; Tivoli, NetCool, Site Scope, PerfMon, PerfPlan, HP Open View, Big Brother and Scheduling Batch Monitoring; Maestro, Active Batch, Quartz Tool
• Knowledge of MS Office products preferred.
• Must have solid troubleshooting skills.
• Proven ability to take proactive initiative and identify improvement opportunities.

Critical Performance Competencies (identify in rank order up to 10):
• Excellent organizational skills, attention to detail and analytical reasoning required.
• Ability to work well independently and within a team environment.
• Ability to effectively and efficiently mentor team members required.
• Excellent verbal and written communication skills required.
• Professional customer service and people skills to communicate clearly with customers required.


• Ability to manage multiple priorities, changing priorities, deliverable and project dates.
• Strong time management, planning and scheduling skills required.
• Ability to maintain detailed documentation on the processes and procedures of operations.
• Willingness to assist in defining and implementing procedural changes that will result in department efficiencies.

Value Competencies
• Displays passion for & responsibility to the customer
• Hires, develops & rewards great people
• Displays leadership through innovation in everything you do
• Displays a passion for what you do and a drive to improve
• Displays a relentless commitment to win
• Displays personal & corporate integrity

EEO:
o Equal Opportunity Employer, M/F/D/V.

Physical and Cognitive or Mental Requirements:
Major job activities - physical requirements:
• Use of computer and keyboard for extended periods of time on most or all workdays
• Use of telephone - throughout the workday as needed to conduct business
• Working under time pressure
• Working rapidly for
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