Analyst

• Governs the Configuration Management Database (CMDB)
• Performs problem tracking, diagnosis and root-cause analysis, replication, troubleshooting, and resolution for moderately complex issues
• Performs programming and debugging activities
• Responds to issues in a timely manner by receiving and investigating incidents or service tickets
• Analyzes and observes trends with technical issues and provides input to developing long-term improvements
• Documents all relevant end-user interactions and steps taken to resolve incidents
• Has occasional contact with end-users
• Communicates status of issue resolution to internal customers
• May engage and manage external vendors
• Applies an understanding of key business processes and practical experience to solve a range of straightforward problems
• Analyzes possible solutions using experience, judgment and precedents
• Works under moderate supervision

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