Network Services Senior Analyst

**Goodyear. More Driven.**

**The opportunity**
This position will be a member of the Global IT Infrastructure Services organization responsible for professional and technical work related to network and telecommunications services. This is an advanced service supporting role primarily responsible for the transitional and operational tasks and duties in support of network service implementations that span across a broad range of global network services and solutions around Network equipment and Firewall technologies.

**Principal Responsibilities**:

- Service Transition Processes: Knowledge Management, Change Management, Asset & Configuration Management, Release & Deployment, Transition Planning & Support, Service Validation & Testing, Evaluation.
- Service Operation Processes: Incident Management, Problem Management, Event Management, Request Fulfillment, Access Management, Operations Management. Responsible for one or more low complexity/criticality services or technologies. Works with/across global/regional/local IT teams by providing intermediate/advanced consultation for responsible services.
- Evaluate business and functional requirement documents, recommending solutions, project planning, and identifying training needs. Troubleshoot intermediate to advanced problems reported by internal customers systems, or team members; escalating to upper level associates as appropriate. Manage small to medium projects within area of specialization and across functional groups. Provides technical leadership for small to medium project teams. Lead intermediate/advanced problem resolution and documentation which may span functional areas.
- Manage small and complex projects within area of specialization. May be required to perform activities associated with Technical Delivery Management (TDM) of one or more services. TDM includes ownership, maintenance, publishing and enforcing standard implementation, configuration, versioning, standardization penetration reporting, 24 month roadmap, awareness of common incidents, and involvement in Problem Management for supported services. TDM also includes participating in Continuous Service Improvement and consumption & capacity management
- Participate in an Emergency On-Call Rotation for after-hours and weekend support. Flexible schedules and 24x7support availability (generally scheduled in advance) may be required as necessary to support the technical needs of our customers.

**To join our team you will need**:
**Education**:
Bachelors degree in MIS, Computer Science, Engineering, Technology, Business Administration or in lieu of degree 5 years of IT experience. A Masters degree is an asset.

**Languages**:
English is required, and any other language is an asset.

**Experience**:

- Minimum of 5 years of relevant Technical or Business work experience.
- Ability to convey complex and technical issues to diverse audiences.
- Strong analytical and problem-solving skills.
- Ability to understand the business needs and deliver prompt, efficient, quality service to the business.
- Advanced level of technical knowledge. Expected to be 3rd level of escalation for technical support

**Knowledge, Skills & Abilities**:

- Cisco routers, switches, and wireless Palo Alto and Cisco firewalls
- Certification in any of these technologies is an asset
- DNS/DHCP knowledge is an asset
- ITIL certification is an asset
- Ability to travel, including international locations. Travel should not exceed two weeks per year.
- Emergency and on call service support.
- Ability to understand the business needs and translate them in adequate IT solutions
- Good communication skills - speech adapted to the audience
- Good team player and able to work autonomously in a multi-cultural environment
- Good analytical & problem determination skills.
- Effective organization & time management skills.
- Good project management skills.