Senior IT Support Analyst

YOUR ROLE

This position serves as the senior expert responsible for the delivery/support of information technology application and configuration of solutions as they relate to the business functions. Assist or participate in designing, maintaining and supporting IT applications/infrastructure/ solutions in order to contribute to a first class IT Management Service for our operations.

Provides capacity planning, monitoring and maintenance of designated systems identifying trends or problems.

Ensure that applications are maintained in a manner that supports delivery of services to multiple platforms, resilience and performance.

Will manage a local team of support engineers

Effectively communicates the status of the deliverables, and ensures the work products are produced on time.

WHAT ARE YOU GOING TO DO

• Perform tasks for the CoE's and Cluster IT project/portfolio management oriented work efforts and assignments, ensures that goals and objectives are met within time, scope and resource requirements. Has an understanding of the business processes and flows to enable the analysis of business requirements and the development of solutions/timelines for projects.
• Applies standard IT methods, knowledge and CEVA standards and practices to tasks and situations related to application production support.
• Responds to unfamiliar, undefined, unexpected, or unstable situations with the professionally prescribed standard response. Uses standard analytical tools and rules to determine root cause and resolve the broad range of application problems
• Ensure continuity of business processes supported by one or many applications and services.
• Serves as expert for one or more business/technical applications. (R&M run & maintain activities). Identifies faults and issues and recommends appropriate paths to resolution and fixing as appropriate.
• May be involved in the installation and tuning of modifications, as well as archiving data. Generally this position has light programming skills in the appropriate language to develop necessary work arounds. Ensures that applications, services and interfaces are documented and kept current.
• Understands compliance and regulatory rules, ensures compliance as directed by manager. Participates and contributes to application and system external and internal audits in relationship to production control, system and application controls and monitoring.
• Provides and coordinates on-call support for assigned functional areas on regular basis
• Ability to accommodate flexible work schedules to meet support levels for globally deployed applications
• Able to complete daily activities with minimal supervision related to prioritization and expected delivery
• Works directly with CEVA business and other IT teams to understand, diagnose and resolve requests for assistance
• Demonstrates command of and applies complex tools and systems
• Directly participate within the broader IT organization to address business requests
• Coordinates resource assignments as needed to complete deliverables within the agreed timeframe.
• Serves as the escalation point of contact for technical activities for the team
• Coordinates with IT teams requesting changes/ projects to prioritize, schedule, and staff. May also coordinate effort with Customers and Suppliers as necessary.
• Can provide supervisory services for other members of the team in participation with the Support Lead/Manager, including scheduling, mentoring, resource review, performance feedback

WHAT ARE WE LOOKING FOR

• Bachelor's degree related to IT or Business.
• 7+ years of diverse IT experience encompassing infrastructure, applications, operations and business experience
• 4+ years of experience providing Production Support for Global/ International based customers
• 2+ years of implementation and delivery services, preferable for large complex projects and customers
• Strong SQL skills for querying
• Knowledge of EDI exchanges and FTP/sFTP transfers
• Knowledge of application architecture and microservices
• User Access/Account Management
• Windows/Linux/Unix
• Technical Documentation writer
• Knowledge of Network/Firewall
• Internal Controls Audit (e.g. SoX)
• Knowledge of EDI/Tibco
• Ticket/Problem Management Tools e.g. ServiceNow/Remedy/OTRS/etc
• Business acumen and solid knowledge of applications and implementing logistics technologies.
• Infrastructure technologies as defined for functional area of responsibility
• Able to work effectively in a dynamic, matrix environment.
• Able to translate technical terms to operational teams and vice versa. Able to perform technical analysis and produce effective business requirements documentation.
• Possess analytical skills enabling trouble-shooting on software and hardware.
• The function requires in depth knowledge of CEVA solutions/services & processes in order to assess risk and apply quality control
• The function requires in depth knowledge of testing, failover set up and testing, back up set up and testing, regression testing, deployment processes, change management, service management.
• Capable in presenting to internal / external customers in formal or informal situations
• Ability to understand, define, monitor, analyse and react to key performance indicators for assigned functional areas

WHAT WE OFFER

• Competitive basic salary
• HMO w/ 2 free dependents from day 1 of hiring
• Medical reimbursement (includes eyeglasses)
• Life insurance
• 20 annual leaves + bereavement leave + wedding leave
• Hybrid set up w/ 3 days a week onsite and 2 days WFH. This will depend on the business needs and agreement with the manager.
• Annual Performance Reviews w/ a chance of a salary alignment
• Annual Company Performance Bonus
• Retention Bonus (similar to a signing bonus)
• Retirement Fund

ABOUT TOMORROW

We value your professional and personal growth. That's why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in (an almost limitless number of options) or find your own path. Join CEVA for a challenging and rewarding career.