IT System Analyst

Artech Information System LLC; Collegeville (PA); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading IT staffing company in the United States is seeking an experienced professional to manage Global File Sharing services. The ideal candidate will have strong experience in File Share management and Windows Server Management, along with the ability to engage with customers on migration strategies. Familiarity with storage technologies and prior experience in the pharmaceutical industry is preferred. This role requires excellent communication skills and a proactive approach to problem resolution, ensuring consistent service quality and client satisfaction.

Qualifications

• Strong experience in File Share management.
• Exposure to storage technologies and CIFS/NTFS permissions.
• Experience in service delivery and support management.
• Pharmaceutical industry experience preferred.
• ITIL and Six/Lean Sigma certification desired.

Responsibilities

• Ensure Global File Sharing services meet SLA and OLA standards.
• Engage with customers on migration and standardization.
• Monitor service performance and make improvements.
• Champion IT service culture and promote service improvements.

Skills

File Share management

Windows Server Management

Storage Technologies (NetAPP NAS appliances)

CIFS share and NTFS Folder permissions management

Service delivery and support management

Negotiation and influencing

Problem resolution

Good written and verbal communication

Education

ITIL certification

Six/Lean Sigma certification

Tools

NETIQ DRA

Varonis Datadvantage

Job description

Artech is the 10th Largest IT Staffing Company in the US, according to Staffing Industry Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients' immediate skill-sets availability, deliver emerging technology skill-sets, refresh existing skill base, allow for flexibility in project planning and execution phases, and provide budgeting/financial flexibility by offering contingent labor as a variable cost.

Job Description

Key Responsibilities

• To ensure that Global File Sharing services are delivered in accordance with agreed standards and quality as defined within Service Level Agreements (SLA) and Operational Level Agreements (OLA).
• Engage and consult with customers on migration and standardization strategies for content in existing file shares
• Align Client business needs with Global File Sharing services.
• Formulate, agree and maintain service level management processes for internal or externally delivered services.
• Analyze and review actual service performance and achievement to the service owner and governance boards.
• Enable and champions an IT service culture
• Develop and maintain management processes and controls to ensure quality is maintained to meet business objectives
• Champion and promote service improvements to continually improve quality and customer satisfaction.
• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of significant service issues.
• Create, maintain and communicate Global File Sharing Service descriptions.
• Ensure appropriate OLA/SLA measures are in place to support any new services.

Minimum Level of Job-Related Experience required

• Strong experience in File Share management, Windows Server Management, Storage Technologies (especially NetAPP NAS appliances), and both CIFS share and NTFS Folder permissions management
• Exposure to NETIQ DRA advantageous
• Exposure to Varonis Datadvantage advantageous
• Background in both projects and service management
• Experience of operating in either an above country, or a global service environment.
• Experience of service delivery and support organization management, including the development of support processes & procedures.
• Broad knowledge of the IT quality standards, support and infrastructure environment and of business processes and information technology solutions.
• Previous experience of managing IT services
• Pharmaceutical industry experience preferred
• ITIL and Six/Lean Sigma certification desired

Other Job-Related Skills/Background

• Ability to challenge the status quo and manage change across a wide range of senior stakeholders
• Understanding of Global File Sharing technologies and how they can be fully leveraged by end users to improve productivity.
• Strong negotiation and influencing skills. Ability to build relationship quickly and engage stakeholders to ensure buy-in.
• Proactive problem resolution skills; able to identify issues before they become significant problems and propose solutions.
• Able to develop and maintain documentation, including service models, support procedures and transition plans disciplined and logical work style.
• Good written and verbal communication skills.
• Able to deliver objectives on time and within budget, supporting other members of the team, reporting progress to the Service Owner.