Messaging Analyst

Unisys is a worldwide information technology services and solutions company. Our people combine expertise in systems integration, outsourcing, infrastructure, server technology and consulting with precision thinking and relentless execution to help clients, in more than 100 countries, quickly and efficiently achieve competitive advantage. Day to Day Work Purpose: The Blackberry Incident Analyst provides support of the infrastructure and services of mobile applications and messaging. Services include Lotus Notes/Domino, Analyst is critical in the role of maintaining service levels, ensuring resolution to complex technical issues are resolved or escalated (internally and/or externally), and implementing basic change management to improve processes and technologies while maintaining quality standards and maintain audit-readiness.Position Responsibilities:Incident Management (50%)Responsibilities include the restoration of normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained.? Monitoring the trouble ticket and change request queues. ? Incident detection and recording? Classification of all incidents? Investigation and diagnosis? Resolution and recovery (Service restoration)? Incident follow-up and closure? Incident ownership, monitoring, tracking and communication? Metrics reporting and communication? Creation and maintaining applicable documentation (Knowledge Base articles, process documentation, quality deliverables, etc)· Monitor related trouble ticket, change request, application request and other administration queues.Problem Management (25%)Responsible for minimizing the disruption of services resulting in incidents reported by tracking problems caused and proactively taking appropriate action to prevent the occurrence of these Incidents, Problems and errors.? Problem identification, classification and recording? Problem investigation and diagnosis (including escalation to applicable vendor (i.e. IBM/Lotus, RIM, etc)? Error identification, assessment and recording? Record and communicate error resolution? Ensure error closure? Monitoring resolution progress? Assistance with handling of major Incidents? Ownership of proactive prevention of problemso Trend analysis o Providing information to the organization (internal knowledge base, communications, etc)o Review vendor know error reports (knowledge base, alerts, etc) ? Responsible for requests for change (Develop plans to remediate service interruptions and support trends where applicable following Change Management procedures).? Maintain monitoring and notification services with peer teams (i.e. ESM, Telecom, WST, Messaging, Desktop, etc)? Service improvement initiatives (i.e. Performance tuning, health check of hardware and software, etc)Operational Projects (10%)· Accountability for operational support projects· Meet quality and delivery targets· Report possible roadblocks? Review and update Global Project Plan regularly ? Review and update Global Quality Action Plan regularly? Perform regular 'health' review of infrastructure (hardware & software)Quality (5%)· Accountability for support process and installation documents · Meet quality and delivery targets? Review and update Global Quality Action Plan as needed.? Coordinate with validation coordinator and technical writers on documentation.? Coordinate with SME's on documentation.Communication (5%)? Accomplishments and Goals, project status, client updates, customer communications, etc.? Act as liaison between support team and peer support teams, customers and vendors.? Communicate issues and solutions that may impact the team.? Provide weekly status reports on projects via update Global Project Plan? Provide monthly accomplishments.? Report indicators of missing deadlines.Innovation/Creativity (5%)? Demonstrate a high degree of independent creativity in performing tasks by identifying, proposing and implementing streamlining activities to reshape processes.? Apply knowledge to evaluate situation and build and manage checks to ensure processes are followed.Skills: ? Below are in addition to the critical skills and level of expected performance as defined within the Unisys role code descriptions.? Blackberry Enterprise Server 4.1? Blackberry Messaging (Device Support)o T-Support experience with RIM (vendor incident escalation process)? Lotus Notes/Domino and associated third-party products? Networking technologies? Client/Server technologies? Internet Email technologies (SMTP)? Anti-virus technologies? Mobility / Wireless technologies? ARS (Remedy) ? Microsoft Office (Word, Excel, PowerPoint, Visio)? Documentum (specifically Webtop/GEL)? Strong computer skills? Strong troubleshooting skills ? Strong written and oral Communication skillso Must be able to speak and write fluently in English language.o Ability to converse with senior management and executive levels within the client environment.o Must be able to present information and presentations to an executive level within Unisys and/or client organization.? Self-Management / Ability to work independently and prioritize work? Teamwork/ Interpersonal skills? Strong organizational skills? Quality-focused, detail-oriented? Ability to lead/drive change? Ability to lead/drive a dynamic environment? Anticipate problems and implement solutions.? Determine priorities between short and long term objectives.? Demonstrate excellent customer service skills.? Good Communication skills (both written and verbal)? Effectively manage multiple, diverse tasks? Demonstrate excellent organization skills.? Be versatile in managing individual workload and responding to unexpected issues.? Proactive problem management. We offer a fully competitive total rewards programs in a Pay for Performance environment, including opportunities for growth and development through Unisys University, an above market vacation policy, tuition reimbursement, competitive health and welfare benefits including medical, dental, life, disability, 401K and (featuring immediate eligibility) and a developing array of work/life benefits.If you are interested in applying for this employment opportunity or exploring similar opportunities, please Apply Online. Unisys is an Equal Opportunity Employer. M/F/D/V. Company:  Unisys Location:  Indianapolis, IN 46201 Status:  Full Time Job Category:  IT/Software Development Company:  Unisys Reference Code:  WB3/M2ON/224678