For more than 60 years, Federated Hermes has provided world-class investment solutions to financial professionals in the United States and around the world. Federated Hermes' employees have defined the qualities of the company’s success over the decades: a reputation for integrity and excellence, a commitment to customers and employees and a history of longstanding client relationships. While each market cycle brings new opportunities and challenges to the company, Federated Hermes continues to foster employee commitment to excellence in the investment management industry.
CAREER OPPORTUNITY #: 7856
POSITION TITLE: SENIOR CLIENT / SERVER OPERATIONS ANALYST
DEPARTMENT: BUSINESS INFORMATION SERVICES
Bachelor degree in Business, Computer Science, Management Information Systems or equivalent experience in lieu of degree required; ITIL Foundations certification preferred
Strong knowledge of server and desktop processing/operating systems required; Experience with HP Service Manager or other incident management software tools preferred
Minimum of 4 years’ experience supporting the desktop/server environment required, experience in the financial services industry preferred
Minimum of 4 years’ experience with Microsoft products required; basic experience with server management preferred
General experience supporting remote access/VPN users required; basic experience with server management preferred
Knowledgeable in the areas of designated responsibility; Microsoft certification CNE and/or MSCE preferred
Experience in the evaluation and research of new products or services required; Knowledge of Network protocols (TCP/IP, IPX) preferred
Experience developing and implementing virtual application delivery solutions to meet user and organizational goals preferred
Lead efforts with key stakeholders and subject matter experts to develop and implement virtualized application and computing solutions leveraging technologies providing a best fit model.
Provide deskside support for incidents and request fulfillment.
Troubleshoot problems with supported systems and applications including software support and administration for third-party products.
Identify, explain and resolve problems, ensuring all related problems are logged in the designated tracking system/client management tool.
Fulfill assigned tasks by deploying software through designated tracking system/client management tool.
Install, configure, administer and support the operating system, baseline image and applications/software, hardware, peripheral devices and networking protocols pertaining to the desktop environment.
Participate in projects and service requests fulfilling work activities and acting as a liaison for the Service Support team.
Manage team work queues to ensure team workload is addressed and completed.
Ensure system optimization by monitoring, troubleshooting and resolving performance issues as they relate to: OS, CPU, memory, disk space and network.
Work closely with desktop engineers, technical service teams and applications teams, as needed, to provide integrated planning for operating system upgrades, application upgrades, business continuity planning and hardware migrations.
Utilize designated client management tools to effectively manage the desktop environment.
Maintain regular inventory for workstations and monitors.
Provide leadership, mentoring, knowledge transfer and guidance to team.
Create, solicit and maintain knowledge base articles in support of knowledge management and incident recovery and resolution.
Adhere to and recommend improvements to the team’s processes and procedures.
Update procedural documentation.
Keep abreast of advances and industry trends relative to Service Management and share that information with team.
Assist in developing strategies for respective areas.
Perform other duties, as assigned
Position may also be responsible for Incident Management including implementation of the Incident process and reporting. This is a key role in our organization with primary focus of restoring services following an incident as quickly as possible. Duties include:
Detect and record incident details.
Resolve incidents as quickly as possible.
Prioritize incidents in terms of impact and urgency.
Escalate incidents to other teams as appropriate to ensure timely resolution.
8:00 a.m. - 5:00 p.m. (overtime as required)
Warrendale Location – Warrendale, PA 15086
Effective verbal and written communication skills.
Demonstrate a cooperative attitude and effective interpersonal and communication skills with clients, coworkers and vendors.
Demonstrate flexibility and the ability to work as a member of a team as well as independently.
Federated Hermes offers a competitive salary and benefits package along with a professional environment.
Only those candidates in whom we have an interest will be contacted.
Internal Number: 7856
About Federated Hermes
Since 1955, millions of investors in the United States and around the globe have relied on Federated Hermes (NYSE: FHI) for world-class investment management. Federated Hermes has grown to become one of the nation's largest investment managers with $ 575.9 billion in assets under management.
Federated Hermes has honed its disciplined investment process over a half-century to deliver style-consistent investment products, including 123 domestic and international equity, fixed-income and money market funds, as well as a variety of separately managed accounts. Federated Hermes’ diversified product line is distributed through more than 8,400 financial intermediaries and institutions who assist investors in meeting their unique objectives. For additional information about Federated Hermes visit FederatedInvestors.com.