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BCU Sr Technical Analyst

Req #: 170006J5_en
Location: Vernon Hills, IL US
Job Category: Lending
Date Posted: 8/11/2017 10:46:45 AM
Baxter International
Responsible for the resolution of deeply technical, third level support requests on all BCU technology platforms in addition to system & user administration and multi-dimensional project implementation. This role requires a strong technical background, structured & organized approach and a Customer Service oriented individual. The ability to utilize all resources available/required, including navigating and managing a diverse, multi-vendor environment is essential
  1. Third level of technical troubleshooting & resolution for End User and Infrastructure systems
  2. Utilize PowerShell and other automation tools to automate, simplify and remove routine work
  3. Maintain the security of our End User & Infrastructure environment through regular patching
  4. Troubleshoot & administer server, network and security tools & environments
  5. Guide and mentor level 1 & 2 techs both in specific Incidents and more broadly across technologies
  6. Create and manage work items according to documented processes & established SLAs
  7. Troubleshoot & resolve complex Incidents using established documentation and technical knowledge
  8. Perform the Problem Analyst role according to established processes & procedures
  9. Perform the Change Initiator and CAB Member roles according to established process/procedures
  10. Fulfill Service Requests using established documentation
  11. Escalate unresolved Incidents to appropriate resources using established documentation
  12. Maintain Knowledge Base documentation updating current or creating new where appropriate
  13. Maintain accurate, detailed records of all interactions in the appropriate tools
  14. MACD activities for the infrastructure and data center environments
  15. Project lifecycle activities for End User & Infrastructure technology solutions
  16. Validate, package, distribute and remediate software updates & patches
  17. Manage vendor relationships/engagements appropriate to the supported environments
  18. Other duties as assigned by supervisor

  • Bachelors degree in computer science/information systems and/or equivalent work experience
  • Powershell experience is a MUST. Experience having written complex scripts
  • SCCM experience is a MUST
  • Ability to write and execute SQL statements is a MUST
  • Deep technical experience of Windows Server, Networking, Telephony, Firewall, Citrix Server, Azure/Could technologies, SQL, Powershell, Active Directory, Microsoft Office 365, Microsoft System Center (SCCM, SCSM, SCOM) applications,  InTune and financial/credit union business applications
  • 5-10 years of diverse, deep technical support in a complex, primarily Microsoft, environment
  • Ability to plan, design, implement and support complex infrastructure & security solutions
  • Strong written, verbal, team interaction, and empathetic customer service skills
  • Pragmatic and process based approach to delivering support (ITIL foundation preferred)
  • Strong quality “right first time” approach and a customer experience ownership mindset
  • Ability to write concise, clear support documentation (KCS knowledge preferred)
  • Expert analytical and troubleshooting skills in a diverse technical environment
  • Logical thinker, able to define issues, collect appropriate data/facts and draw appropriate conclusions
  • Ability to effectively present information to a diverse audience in a concise and direct manner
  • An eye for detail and minutia as they apply to daily activities and administrative duties
  • Strong technical & troubleshooting mentoring skills for Level 1 & Level 2 technicians
  • Industry standard certifications in appropriate technologies are strongly preferred
  • Project management experience and/or certification is a significant plus
  • Experience in supporting financial institutions, and credit unions specifically is strongly preferred






Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

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Reasonable Accommodations
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an email to Corporate_Staffing_Deerfield@baxter.com or call 877-229-4748 (877-BaxHR4U) and let us know the nature of your request along with your contact information.

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