POSITION TITLE: SENIOR CLIENT / SERVER OPERATIONS ANALYST
DEPARTMENT: BUSINESS INFORMATION SERVICES
Bachelor degree in Business, Computer Science, Management Information Systems or equivalent experience required
Experience as an Administortor, developing and implementing cloud hosted solutions to meet user and organizational goals required
Strong knowledge of server and desktop processing/operating systems required; Experience acting as an Administrator of Microsoft Office 365 and other cloud based computing solutions reqired.
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
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) and ITIL Foundations certification preferred
Lead efforts with key stakeholders and subject matter experts to develop and implement and administer Microsoft Office 365 services and other virtualized application and computing solutions leveraging technologies providing a best fit model.
Provide support for incidents and request fulfillment to deliver cloud computing services to the users and organization.
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.
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
Fulfill assigned tasks by deploying software through designated tracking system/client management tool.
Participate in projects and service requests fulfilling work activities and acting as a liaison for the Service Support team.
Manage teamwork queues to ensure team workload is addressed and completed.
Utilize designated management tools to effectively manage the user productivity 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, Inc. 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, Inc.
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.