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Problem Management Analyst requirement

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Company: Rjt Compuquest

Location: Denver, CO

Date Posted: October 2, 2013

Source: RJT Compuquest Inc

Description

Are you someone who loves technology, has a passion for continuous improvement, and can quickly understand new concepts? If so, YOU are the person we want to meet! If you want a job that has great compensation and benefits, free Premier DIRECTV and sports packages you have found your dream job! We are looking for someone that thrives on working on leading edge applications and is a problem solver!!! The DIRECTV IT Operations team is looking for a talented, highly motivated addition to its Problem Management function, primarily supporting:

SAP -SAP is DIRECTV's ERP solution. DIRECTV leverages a number of SAP products including ECC, BW, CRM, SCM, PI and NetWeaver applications to provide the company's core financial accounting, supply chain management and dealer management functions.
EPS - Enterprise Payment System is built on Callidus' TrueComp Manager product, and fulfills DIRECTV's dealer compensation and incentive management functions.
The ...

Description

Are you someone who loves technology, has a passion for continuous improvement, and can quickly understand new concepts? If so, YOU are the person we want to meet! If you want a job that has great compensation and benefits, free Premier DIRECTV and sports packages you have found your dream job! We are looking for someone that thrives on working on leading edge applications and is a problem solver!!! The DIRECTV IT Operations team is looking for a talented, highly motivated addition to its Problem Management function, primarily supporting:

SAP -SAP is DIRECTV's ERP solution. DIRECTV leverages a number of SAP products including ECC, BW, CRM, SCM, PI and NetWeaver applications to provide the company's core financial accounting, supply chain management and dealer management functions.
EPS - Enterprise Payment System is built on Callidus' TrueComp Manager product, and fulfills DIRECTV's dealer compensation and incentive management functions.
The successful candidate will support new strategic initiatives by preventing, reducing or eliminating the business impact of problems in our IT production environment. These applications are critical in supporting several business operations units including Finance, and Supply Chain Management. Its 24x7 uptime and performance are critical to DIRECTV's bottom line. It is a highly visible and challenging position that requires speed and accuracy of analysis to solve complex technical issues. We are looking for a highly motivated and energetic individual with strong analytical skills. Key to success will be the ability to identify and articulate the root-cause of complex problems within relatively small amount of time. Team responsibilities include problem management of customer reported issues, on call support for critical issues on a rotational basis, analysis of billing and logistical transactions, and working with business, development, and quality assurance teams to drive customer issues to resolution. The Problem Management team at DIRECTV supports systems that directly impact our customers. Our systems support 19 million subscribers, and are critical to business success. We work extensively with our internal customers, other operations groups, and with vendors to ensure the delivery of a high-quality, reliable, and stable systems. Work is team based, and highly interactive. A broad technical background with the ability to adapt quickly is an advantage in DIRECTV's heterogeneous environment.

Duties:

Drive root-cause analysis of Problems, and shepherd their resolution through the DIRECTV software development lifecycle
Coordinate support with various IT teams (Dev, QA, and Vendors) to drive the resolution of reported problems
Follow the Problem Management process for ticket resolution and enforce it with other teams
Write executive summaries of high priority issues for senior management
Manage regular meetings with business and IT stakeholders to prioritize and resolve important problems
Evaluate scheduled application and environment changes for associated risks, and advocate mitigations to such risks
Identify common themes in reported production issues
Support critical go-live activities for various projects
Provide periodic on-call support
Occasional travel to other DIRECTV sites
Qualifications

Bachelor's or masters degree in Computer Science, MIS, engineering, or a scientific field
7+ years of IT experience preferably in a consulting, project management, business analysis, development, operations, or testing capacity in large IT enterprise application environments
DIRECTV has adopted a modified ITIL V3 standard for IT processes, and familiarity with the standard is a plus
Experience with Software development lifecycle methodologies, quality assurance and software testing, business requirement definition, systems analysis and design, and familiarity with SCRUM and AGILE methodologies is a plus
Ability to drive root-cause analysis of problems, and drive resolution through the DIRECTV SDLC process
Ability to demonstrate a mastery of integrated IT systems
Ability to lead and mentor the team when needed
Excellent written and verbal communication ability
Excellent critical thinking and logical problem-solving skills
Ability to quickly understand highly integrated technical systems, including real time and batch integration/processing
Ability to work independently with little to no direct supervision
Must be a self-starter and detailed oriented.
Strong customer service skills
Strong knowledge and experience with SQL
Scripting experience with PERL, BASH or PL/SQL a plus
Experience with: Software development lifecycle methodologies, quality assurance and software testing, requirements definition, systems analysis and design and root cause analysis and continuous improvement.
MS Office skills are essential. Experience with ERP solutions such as SAP or Oracle E-Business.
Job

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