Meridian Technology Group is seeking an ARCOS Business Analyst/System Administrator.


In this role, you will:

• Act as a liaison between IT, the business, and vendor to elicit, document, analyze, and validate processes, problems, and requirements for enhancement of existing ARCOS Callout system.
• Maintain, integrate, and implement software applications within the organization to ensure smooth, stable, successful, and timely implementation of updates to system.
• Provide Tier 2 support for incident resolution and request fulfillment and determines escalation.
• Work with represented (union) and non-represented (non-union) staff. br>
• This position is a member of the IT Grid Support team which provides Day 2 operational support for GIS, OMS, Autodesk, and ARCOS systems. The rest of the team is Managed Services, mostly based offshore in India.
• Must be a driver and comfortable leading conversations/workshops with business.
• May sometimes have to attend to support calls during off hours or weekends.
  
  *The biggest challenge is that the role requires good task and time management to handle both the Business Analyst and System Administrator responsibilities while working independently.

• Monitoring for new tickets in ServiceNow for Incidents and Requests and resolving open tickets within SLA by working with users and escalating to vendor and/or management if needed.
• Meeting with requesters of enhancements to clarify requirements and success criteria.
• Creating, refining requirements for, and estimating user stories in Jira for larger pieces of planned work, which could include analyzing data and documenting processes to provide improvement recommendations and fulfilling enhancement requests.
• Staying informed of ARCOS releases and changes.
• Regular meetings with key business partners and management to build relationships, discuss possible changes, and confirm priority of work.
• Primarily solo work as ARCOS Subject Matter Expert on IT Grid Support team (currently 8 members) and will work with other IT and business partners to accomplish work.
• Operate independently and receive only a moderate level of guidance and direction from IT Grid Support lead and/or manager to confirm priority of work and resolve blocking issues.
• Provide daily/weekly status updates to managed services lead and hiring manager. Work with Managed Services lead/ hiring manager for escalations and risk mitigations.
• Over the first few weeks will be fulfilling outstanding requests while at the same time making sure the system is operating optimally.
   

• Business Analysis - Take responsibility for investigative work to determine business requirements and specify effective business processes, through improvements in information systems, information management, practices, procedures, and organization change. Apply and monitor the use of modelling and analysis tools, methods, and standards, giving special consideration to business perspectives. Collaborate with stakeholders at all levels, in the conduct of investigations for strategy studies, business requirements specifications and feasibility studies. Prepare business cases which define potential benefits, options for achieving these benefits through development of new or changed processes, and associated business risks.
• Analyze Data - Develop data and analytics products to improve how business is conducted and increases throughput through operational efficiencies. Employ appropriate algorithms to discover patterns. Share data quality findings with data stewards and partner with data stewards on data quality definition and standards; includes experimental design approaches to validate findings by comparing appropriate samples. Develop approaches for validation.
• Customer Service Support - Respond to common requests for service by providing information to enable fulfilment. Promptly allocate unresolved calls as appropriate. Maintain records, inform users about the process, and advise relevant persons of actions taken.
• Sales Support - Communicate effectively with clients by telephone and in writing and in person. Assist in the provision of customer service, including technical advice and guidance on matters relating to the successful use of products and services. Assist in devising solutions to client requirements and solve straightforward problems.
• Application Support - Maintain application support processes and check that all requests for support are dealt with according to agreed procedures. Use application management software and tools to investigate issues, collect performance statistics and create reports.
• Problem Management – Initiate and monitor actions to investigate and resolve problems in systems, processes, and services. Determine problem fixes/remedies. Assist with the implementation of agreed remedies and preventative measures.
• Incident Management - Prioritize and diagnose incidents according to agreed procedures. Investigate causes of incidents and seek resolution. Escalate unresolved incidents. Facilitate recovery, following resolution of incidents. Document and close resolved incidents according to agreed procedures.
• Software Configuration - Configure software and equipment and tests platform-specific versions of one or more software products. Report the outcome of testing and identify potential improvements to the process and to the software products according to agreed designs and standards.

• Utilities experience is preferred but is not required
• Five or more years in related field.
• Prefer experience in or knowledge of crew management and/or outage response.

• 1+ year admin experience with ARCOS Callout application & SQL reporting
• Advanced oral, written, and interpersonal communication skills. Drive meetings & conversations with business.
• Intermediate analytical thinking and reporting skills

• Intermediate business analysis discovery techniques, requirements definition and documentation
• Intermediate project management and change management skills
• Intermediate knowledge of crew management and/or outage response for a utility

• Bachelor’s Degree in business, computer science, engineering, management, data science or other related field or equivalent experience.

Please apply with your resume now or
contact us for more details:
Meridian Technology Group Recruiting Team
(503)697-1600 in Oregon
(800)755-1038 outside Oregon
www.meridiangroup.com
jobs.meridiangroup.com

Learn how to earn up to $1,000 with Meridian’s Referral Program.