DHTS IT Analyst-Core Operations Analyst-Full Time-DHTS-Durham
Duke University Health System
Location: Durham, North Carolina
Internal Number: 152609
Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems.
A 2018 'Most Wired' health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award – highest honor by the Healthcare Information and Management Systems Society (HIMSS) – for inpatient, ambulatory and analytics health information technology capabilities. Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians, and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.
Production Support Systems Analyst – LINUX/AIX
The Production Support Systems Analyst is responsible for the 24 x 7 health of all, Virtualization, and Linux and AIX server systems and will provide IT technical and application support to the Duke Health community. The Systems Analyst is responsible for identifying incidents and events, analyzing problem trends, overseeing the management and resolution of issues, monitoring status, correlating events, understanding alarm diagnosis and incident trends. In addition, this position troubleshoots and resolves discovered issues under the scope of Operations Center-supported services and performs proactive activities that help to improve the overall operation of production services.
The Systems Analyst requires technical acumen, excellent communication and leadership skills, and technical troubleshooting skills. Production Support Analysts are expected to quickly determine root cause, business impact and to resolve issues as quickly as possible to ensure all Duke Health's Lines of Business, including patient care, are not impacted.
Working hours for this position are:
Wednesday to Saturday 10pm-8am
Provide support for Red Hat Enterprise Linux Server systems, AIX, VMWare, Citrix, and EMC Storage and backup systems.
Participate in technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, troubleshooting, performance analysis and resolution.
Participate in 24 x 7 monitoring and troubleshooting of all server, virtualization and storage services.
Perform triage and remediation of detected issues.
Respond to ServiceNow ticket and phone queue for Production Support.
Work collaboratively with Service Delivery and Engineering teams to provide continuing service management and support on all production and test/development systems.
Provide support and maintenance for all current and new systems.
Provide system backup and recovery services.
Test updates and security patches; install operating systems updates and hardware firmware upgrades on all targeted systems.
Monitor event console identifying patterns of activity that could warrant technical intervention to resolve prior to a production outage.
Provide ongoing support and management of server, virtualization and storage services and associated administrative tools.
Participate in an on-call and/or shift rotation that provides 24x7x365 coverage, including management and monitoring of mission critical systems.
Ensure SOP procedures have been fulfilled; work instructions and OPs are followed.
Ensure IT service requests are fulfilled as per the operational level agreement and committed fulfillment time to include provisioning, maintenance, upgrades, support, backups, restores and decommissions.
Update and maintain CMDB records to ensure they accurately reflect the environment.
Develop knowledgebase articles and work instructions for use by department and inclusion into knowledge base of record.
Follow ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event and problem management.
Follow the change management process for operational change tasks to ensure compliance for change management. Ensures all change management tasks are complete.
Perform other related duties incidental to the work described herein.
Work Performed Level 2
In addition to the duties described for Level 1, Level 2 personnel will:
Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations.
Enhance systems management tools and procedures.
Take problem resolution ownership and facilitate technical bridge during operational disruption in service or service outages. Ensures minutes, action items and resolution steps are documented and distributed to technical teams; ensure permanent fixes are put in place to eliminate repeat incidents and tickets are kept up to date reflecting all technical actions and steps are documented in the ticket.
Escalate critical tickets to appropriate support team and monitor tickets for response from support teams ensuring customers are supported.
Work collaboratively with Service Delivery and Engineering teams to evolve services and improve system design and delivery of service
Monitor events, customer support calls in the call tracking system, return calls from customers, as well as enter new incidents or requests into ServiceNow.
Apply diagnostic utilities for troubleshooting methods to aid in resolution.
Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.
Participate in and lead cross team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services.
Work collaboratively with customer management, staff, and other stakeholders.
Monitor and adjust technology systems and tools to meet the business and organization needs.
Create SOP and work instruction to ensure consistency of practices and procedures.
Required Qualifications at this Level
Bachelor's degree in a related field, or four years of equivalent technical experience required.
LEVEL 1: No experience required beyond the minimum education (or equivalency) requirement
Two years of related experience in the areas listed below is required:
Microcomputer skills (Windows 7 and Windows 10).
Microsoft Office application suite.
Server administration (Red Hat Linux, and/or AIX).
Experience configuring and installing servers used in mid-size networks (100 - 1000 users).
UNIX, VMware and Citrix.
Tivoli's Inventory, Distributed Monitoring, TEC, Remote Control applications.
Working knowledge of incident management.
Working knowledge of TCP/IP technologies necessary to configure servers and troubleshoot network errors.
Ability to follow change configuration management protocols and update systems documentation based on Duke and industry best practices processes.
Solid understanding of the IT industry primarily relating to UNIX operating systems, VMware, Citrix, server system architectures, storage systems, and system administration tools and best practices.
Excellent technical skills to support the organization and assist team members across departments.
Good analytical and troubleshooting skills.
Good verbal and written skills.
In addition to the KSAs described for the Associate, the Intermediate will demonstrate:
Advanced knowledge of IBM Director and/or HP Insight Manager.
Proficient with incident and problem management.
Proficient with configuration management.
Proficient with change control policies and procedures.
Strong business skills with an attention to end user and customer satisfaction.
Preferred Qualifications at this level
1-3 years of progressive LINUX systems administration experience, to include design, implementation, backup, recovery, patching, updating, and automation of routine tasks for a complex computer network.
1-5 or more years of experience implementing, supporting, and administering virtualization platforms and storage systems, to include design, implementation, patching, updating, and automation of routine tasks for a complex computer network.
Supporting enterprise level applications in an operations or service desk capacity in one or more of the following areas
Revenue Cycle Software
Business or Workforce Software
Enterprise Monitoring Tools
Experience working in a compliance environment
Engaging multiple stakeholders, including application owners and developers, to support daily operations of software and to identify and manage problems and incidents
Demonstrated capability in adapting to ongoing organizational and technical change
Experience configuring and administering performance and system monitoring tools.
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.