Sr. Analyst I (II)

This position is on-site

This position is part of a rotating shift conducting 24x7x365 operations. The (Sr.) Analyst position within the IT Operations Center provides monitoring of and problem resolution expertise for the continued function of the production technology environments at PJM. The focus of the IT Operations Center (Sr.) Analyst is to monitor the production application, server, database and network environments, document events, address and resolve specific operating issues within those environments, and provide required reports to IT personnel. The IT Operations Center (Sr.) Analyst assists the IT Operations Center department in owning the production environments at PJM including all application, database, network and server aspects of the environment.

The incumbent is a broad-based (Sr.) Analyst who should be versed in the multiple hardware and software technology disciplines that are used at PJM. This (Sr.) Analyst must be able to interact on a regular and productive basis with colleagues in the IT Operations Center department, Manager of IT Operations Center department, PJM ITS support groups, and business clients and members. The IT Operations Center (Sr.) Analyst derives their value both from their ability to understand, anticipate, and react to operational technology problems and from their trouble-shooting and diagnostic skills that enable them to resolve technology problems proactively, or as they occur to minimize the impact to PJM's business operations and PJM member companies. The (Sr.) Analyst must be able to interpret signals coming from a comprehensive set of monitoring tools and to quickly direct remediation actions to restore the stability of the technology production environment at PJM. Additionally, the (Sr.) Analyst must be able to work with other technology professionals and direct activities in resolving issues to minimize the down time of production systems and critical business functions in PJM's technology environment.

Essential Functions:

- Responsible for the reliable and efficient operations of PJM’s computing infrastructure in support of real-time operation of the bulk power electrical system and markets including:

- End-to-end monitoring of all business critical applications, including, but not limited to, system performance and availability of applications, servers, databases and networks

- System Restoration for any problems which may arise in any of the production based applications, databases, servers or networks within PJM

- Initiate and provide support for Emergency Service Restoration process in PJM's production environment, including regularly occurring drills with support teams.

- Application Support and/or Service Restoration for any production based technology problems

- Document all events that occur in the production environment

- Compile all applicable data and produce the Daily Service Review (DSR) report for use at the DSR meeting in the morning

- Facilitate and or participate in shift turnover meetings

- Develop, document and/or review Standard Operating Procedures for all production applications

- Enterprise Change Control process administration, as well as review of all proposed changes to the production technology environments

- Assist external members with application issues and/or questions, redirecting calls to appropriate business support groups when necessary

- Communicate effectively to internal and external customers regarding system conditions and especially during times of problem resolution brought about by system degradations

- Shift work is a logical part of this analyst’s responsibilities.

Characteristics and Qualifications:

Required:

- Bachelor's degree in Computer Science, Information Technology or equivalent work experience Help Desk, database administration, server or client-side administration and support, networking administration, software development or a combination of the above

- At least 5 years of experience Help Desk, Database administration, server or client-side administration and support, networking administration, software development or a combination of the above

- Ability to produce high-quality work products with attention to detail

- Ability to communicate effectively in a team environment

- Experience in quantitative and qualitative analysis

- Experience using verbal and written communications skills

- Ability to use Microsoft Office Suite (MS-Word, MS-Excel and MS-PowerPoint)

Preferred:

- Experience with PJM operations, markets, and planning functions

- Experience supporting any of PJM Committees