Secure your tomorrow with Unisys: A great place to learn and grow your career! At Unisys, every associate makes a difference. Here, you have the opportunity to learn new skills, apply your expertise, explore local and global challenges, and solve complex technology issues with creative solutions and diverse teams. You are part of a team that drives change and delivers results on a daily basis. Our success is a direct result of our people.
Analyzes and evaluates user requirements by coordinating with the user to define the problem, data availability, report requirements and system design problems. Defines systems objectives and prepares system design specifications to meet user requirements and satisfy interface problems. Analyzes alternative means of deriving input data to select the most accurate, feasible and economical method. Defines input and output file specifications including file organization. Defines controls, conversion procedures and system implementation plans including user training and orientation. May provide work leadership to lower level employees. Excludes those with full supervisory responsibilities._x000D_ _x000D_ Complete understanding and wide application of technical principle, theories, and concepts in the field. General knowledge of other related disciplines. Provides technical solutions to a wide range of difficult problems. Solutions are imaginative, thorough, and practical, and consistent with organization objectives. Works under only general direction. Independently determines and develops approach to solutions. Work is reviewed upon completion for adequacy in meeting objectives. Contributions to the completion of specific programs and projects. Failure to obtain results or erroneous decisions or recommendations would typically result in serious program delays and considerable expenditure of resources. Frequent internal and external customer contacts. Represents the organization in providing solutions to difficult technical issues associated with specific projects.
Strives for high levels of client satisfaction for the products/solutions supported.
Capable of addressing all questions regarding the installation, configuration and customization within the areas of domain expertise without reference to others.
Responds to Level 2 problems in a timely and accurate manner and ensures that Service Level Agreements are met.
Possesses good levels of expertise on products being supported and may be knowledgeable of competitor’s products.
May on specific areas be considered a subject matter expert.
May research and resolve Level 3 support issues as required with supervision.
May also work on billable engagements as required to meet current client requirements.
With minimum oversight, capable of supervising a team of junior Systems Analysts.
May participate in selling or promoting additional services.
Identifies new services opportunities and ensures they are properly followed up.
Escalates product issues to a more senior Analyst of the Group when unable to resolve them with available tools and skills.
May identify document and prepare estimates (costs/revenue) opportunities for add-on services
Attempts to reproduce reported problems, identify, and provide immediate workarounds to overcome problems.
Documents resolutions to reported problems
Identifies product and documentation deficiencies and makes suggestions for improvement.
May analyze and resolve problems escalated within organization
May work with clients to define requirements for enhancement requests
May contribute to the resolution of difficult client situations
May contribute to qualifying and assessing client’s expectations
Applies CMMi compliant best practices and promotes continuous process improvement
Uses CMMi-compliant processes and process improvements
Develops good skills and levels of expertise on products and solutions being supported
Contributes to on the job training to junior staff
Incumbents may produce the following artifacts:
Support Requests (Contacts)
Trouble Reports (ClearQuest Defects, UCFs)
Change Requests (ClearQuest Feature, New Feature Suggestions)
Process improvement suggestions and written reports on areas of substantial expertise.
Key Qualifications • Requires a Bachelor’s degree and a minimum of 5 years’ experience • Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills • Builds knowledge of the organization, processes and customers • Solves a range of straightforward problems • Analyzes possible solutions using standard procedures • Receives a moderate level of guidance and direction