IT Operations Analyst IV/ Citrix Operations

This position is responsible for the support and maintenance of a complex enterprise-wide Citrix environment. The IT Analyst will ideally have Citrix technical and application experience and/or demonstrate an affinity for seeking, evaluating and getting up to speed with new technologies quickly. The candidate is highly proficient and responsible for providing platform level operational support.

Utilizes a variety of concepts, practices and procedures to review, analyze, and monitor the Citrix environment. Relying on knowledge and judgment to support end users, troubleshoot, identify root cause and resolve issues. Performs a variety of complicated tasks independently and with other team members. A wide degree of creativity and latitude is expected. Reports directly to a project lead or manager.

• Implement application and infrastructure changes with project and operational requirements front of mind

• Perform system configuration and management, plan and implement currency upgrades, maintenance fixes, and vendor-supplied patches

• Interface with the Delivery and Solutions Engineering teams to prevent or resolve production incidents

• Interface with lines of business to define requirements and work with them to implement solutions

• Monitor and test system performance and provide performance statistics and reports

• Develop and maintain platform documentation

• Strong communications, analysis and willingness to be coached

Required Skills:

• Ability to conduct research into server and operating system and application issues, standards and products

• Strong analytical and problem-solving ability

• Experience with managing Microsoft Windows Server and Desktop Oses

• Experience with Citrix Studio and Citrix Director

• Working knowledge of Desktop Application Support, Network, Firewall, Storage and Active Directory

• Strong interdisciplinary skills; Microsoft Products, VMware, Nutanix, Citrix

• A broad understanding of information technologies leveraging them to provide solutions to business requirements

• Experience, knowledge and understanding of production environments

• Effective time management skills and aptitude to work under deadlines and operational pressures

Assets:

• Citrix certification(s): CCE-V or CCP-V

• Experience managing large and complex Citrix environments

• Experience supporting VMWare or Nutanix VMs

• Experience managing Citrix and Active Directory group policies

• Knowledge of SCCM for software deployment and endpoint management

• Knowledge of application virtualization technologies such as APPV and MSIX

• Knowledge of Splunk

• Familiarity with Service Now

• Familiarity with enterprise change management processes

• Familiarity with PowerShell and Batch Scripting

• Familiarity with the Agile framework and JIRA.

• Familiarity with Azure

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate

• 3-5 years relevant experience

KEY ACCOUNTABILITIES

CUSTOMER

• Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk

• Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams

• Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met

• Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction

• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met

• Deliver effective and defect-free support (application, hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation

• Interact with clients to provide quality service/solutions consistent with objectives and client requirements

SHAREHOLDER

• Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required

• May monitor the performance of the environment by using meaningful metrics

• Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing

• Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization

• Ensure effective change management discipline is used

• Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs

EMPLOYEE / TEAM

• Work effectively as a team, supporting other members of the team in resolving critical service issues

• Prioritize and manage own workload in order to deliver quality results and meet timelines