Sr Production Support Analyst
Can you respond to system alerts and provide quick resolutions?
Do you enjoy collaborating with technical teams to solve problems?
About the Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.
About the Role
Provides guidance and leadership to the Command Center group and its technicians, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues. This role provides a mix of hands-on technical support and leadership to keep the team coordinated and focused on a variety of IT support responsibilities to maintain Reliability Availability and Performance (RAP) through continuous improvement initiatives and core processes.
Responsibilities
· Managing the daily support of systems and products to detect changes in system responses or operations
· Providing analytical support for the development and enhancement of system interfaces and tools
· Sharing knowledge and providing assistance to teams and individuals to help them learn and adapt to new technologies
· Collaborating with cross-functional Technical teams and vendors to provide prompt problem escalation and resolution
· Providing prompt, clear, and timely communications when logging and coordinating issues using problem Management and Escalation procedures
· Managing change, service requests, and closure of tasks to ensure all documentation is updated accordingly
Requirements
· Have experience and knowledge of the Problem Management escalation process
· Show knowledge of using analytics to identify problems and suggested ideas for resolution
· Have good verbal and written communication skills and be able to produce clear, concise technical documentation
· Have good Change Management skills and an understanding of the change request process
· Have good experience with batch processing and be able to perform recovery actions
· Have the ability and willingness to learn and adapt to new technologies and innovations
· Have experience collaborating with cross-functional teams to analyze, troubleshoot, and solve complex problems
· Have great knowledge in multiplatform environments, including UNIX_LINUX, Mainframe, VMS, and Windows Server
Work in a Way that Works for You
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
● Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
NOTE: This is a night position 6 PM - 6:30 AM, Sunday, Monday, Tuesday and every other Saturday.
RELX is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
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