What success looks like in this role:

• 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 escalated 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 higher level support issues as required with supervision.

• May also work on billable engagements

• With minimum oversight, capable of supervising a team of junior Systems Analysts.

• 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.

• 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.

• 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) W-Alerts Process improvement suggestions and written reports on areas of substantial expertise.

• Incident management of lower level Technical issues,

• Application Administration,

• Follow up with clients to perform fixes and to confirm resolutions,

• Documentation and knowledge administration,

• Packaging Applications to utilize Server Back Ends and appropriate Security Products,

• Ticket and queue management of Incident, Problem and Change Management in Service Manager 9

You will be successful in this role if you have:

• Requires a Bachelor’s degree and a minimum of 5 years’ experience including relevant technical expertise

• 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

• Minimum of 3 years' experience, with knowledge of Microsoft Systems Centre Configuration Manager (SCCM)

• Microsoft PowerShell

• Microsoft Application Virtualization (App-V)

• iVanti Application Control

• Symantec Anti-Virus and Endpoint Management

• Microsoft Office (Word, Excel, PowerPoint, Access and Visio)

• Windows 10 and Windows 7

• Security clearance required

#LI-HS1

This role may require access to export-controlled commodities and technology.  Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.