Sr. Community & Learning Support Analyst

Version 2


    Hitachi Data Systems is seeking a qualified candidate to fill the position of a Senior IT Applications (Community & Learning Platforms) Support Analyst in the Englewood, CO area.  You will be part of a new and growing  team  responsible for providing Tier III support to a wide range of web and mobile applications and technologies across the enterprise.

    We are looking for individuals who have a thorough understanding of web and mobile applications and their infrastructure.  This includes having a good understanding and experience supporting middleware/web services and server & client side technologies. Experience with Jive is highly desired.


    Primary Duties:

    ·         Provide Tier III support for a wide range of business applications across the company including deployment, support and maintenance where required. Main focus area for this role will be Community and Learning Apps.

    ·         Work on problems/projects of diverse complexity and scope


    ·         Participate in design review meetings and provide impact assessments as part of IT projects


    ·         Plan and coordinate the rollout of new releases and upgrades to applications


    ·         Effectively manage multiple issues and properly prioritize and manage them to ensure timely resolution through established incident/problem management practices


    ·         Adhere to established SLAs


    ·         Participate in testing new application and their respective changes across the enterprise


    ·         Assist in preparation and creation of comprehensive documentation for defined applications to include: operational runbooks, impact assessments, SOPs, application details, tools and monitoring


    ·         Participate in cross-functional meetings to aid in implementing new tools and processes for Tier I/II Operations as part of operational hand-offs


    ·         Continuously adopt a proactive approach to ensure application reliability and availability


    ·         Provide and recommend long term fixes for reoccurring issues through established problem management processes and procedures


    ·         Provide direction and guidance to other Application Support Analysts


    ·         Serve as a liaison between the business and IT functional teams, networking with senior level internal and external personnel


    ·         Provide on-call support for all high severity issues using independent judgment in selecting methods and techniques to provide solutions


    Desired Skills and Experience:


    ·         3+ years primarily supporting web and mobile applications (Community / Jive experience highly desired)

    ·         Experience supporting users in a complex and global application environment


    ·         Ability to interpret application code in logs


    ·         Some background in mobile application development a plus

    ·         Strong knowledge and experience working with middleware/web services (REST, JSON, SOAP, XML, Java)

    ·         Strong working knowledge with server & client side scripting and programming languages such as Java, JBoss, WebSphere, Oracle, PHP, ASP, .Net, C#, Objective-C, ColdFusion, JavaScript

    ·         Working knowledge of server and web server administration (Apache, Tomcat, IIS, Windows, Linux)

    ·         Strong knowledge of the SDLC process, methodologies and best practices

    ·         Excellent  communications skills (verbal and written) – ability to convey technically complex subjects in a clear and concise manner

    ·         Excellent time management and organizational skills

    ·         ITIL certification a plus



    Bachelor’s degree in Computer Science/ Information Technology (or equivalent experience )


    Primary Location:


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