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DHTS IT ANALYST - Production Support Database Analyst
Work Arrangement:
Requisition Number: 236107
Regular or Temporary: Regular
Location:
Durham, NC, US, 27710
Personnel Area: HEALTH SYSTEM
Date: Aug 23, 2023
Production Support Database Analyst
Job Description
The Production Support Database Analyst is responsible for the 24/7 health of
all database systems and will provide IT technical and application support to
the Duke Health community. The Database Analyst is responsible for identifying
incidents and events, analyzing problem trends, overseeing the management and
resolution of issues, monitoring status, correlating events, and understanding
alarm diagnosis and incident trends. In addition, this position troubleshoots
and resolves discovered issues under the scope of Operations Center-supported
services and performs proactive activities that help to improve the overall
operation of production services.
The Database Analyst requires technical acumen, excellent communication and
leadership skills, and technical troubleshooting skills. Production Support
Analysts are expected to quickly determine the root cause, and business impact
and to resolve issues as quickly as possible to resolve issues as quickly as
possible to ensure all of Duke Health's Lines of Business, including patient
care, are not impacted.
Working hours include the following shifts:
Sunday - Thursday 11 PM-7 AM
Work Performed Level 1
Provide technical support for Oracle, MS SQL, MySQL, Postgres, and MongoDB
databases, as well as Oracle Exadata support.
Participate in technical escalation of IT issues, collaborating with both
application and operational teams through systems analysis, diagnosis,
troubleshooting, performance analysis, and resolution.
Participate in 24 x 7 monitoring and troubleshooting of all database
services.
Perform triage and remediation of detected issues.
Respond to ServiceNow tickets and phone queue for Production Support.
Work collaboratively with Service Delivery and Engineering teams to
provide continuing service management and support on all production and
test/development systems.
Provide support and maintenance for all current and new systems.
Provide database backup and recovery services.
Test updates and security patches; Install database system updates and
firmware upgrades on all targeted systems.
Monitor event console identifying patterns of activity that could warrant
technical intervention to resolve prior to a production outage.
Provide ongoing support and management of databases and administrative
tools.
Participate in an on-call and/or shift rotation that provides 24x7x365
coverage, including management and monitoring of mission-critical systems.
Ensure SOP procedures have been fulfilled; work instructions and OPs are
followed.
Ensure IT service requests are fulfilled as per the operational level
agreement and committed fulfillment time to include provisioning,
maintenance, upgrades, support, backups, restores, and decommissions.
Update and maintain CMDB records to ensure they accurately reflect the
environment.
Develop knowledgebase articles and work instructions for use by the
department and inclusion into the knowledge base of record.
Follow ITIL process workflows to ensure operational tasks and activities
are being followed for incident, request, change, and event and problem
management.
Follow the change management process for operational change tasks to
ensure compliance with change management. Ensures all change management
tasks are complete.
Perform other related duties incidental to the work described herein.
Work Performed Level 2
In addition to the duties described for Level 1, Level 2 personnel will:
Maintain documentation and validation processes to ensure adherence to
institutional, state, and federal policies and regulations.
Enhance systems management tools and procedures.
Take problem resolution ownership and facilitate technical bridges during
operational disruption in service or service outages. Ensures minutes,
action items, and resolution steps are documented and distributed to
technical teams; ensures permanent fixes are put in place to eliminate
repeat incidents and tickets are kept up to date reflecting all technical
actions and steps are documented in the ticket.
Escalate critical tickets to the appropriate support team and monitor
tickets for response from support teams ensuring customers are supported.
Work collaboratively with Service Delivery and Engineering teams to evolve
services and improve system design and delivery of service.
Monitor events, and customer support calls in the call tracking system,
return calls from customers, as well as enter new incidents or requests
into ServiceNow.
Apply diagnostic utilities for troubleshooting methods to aid in
resolution.
Evaluate documented resolutions, analyze trends, develop, and improve
processes and procedures that are efficient, and restore customer services
quickly.
Participate in and lead cross-team projects in developing and documenting
procedures for triage and problem resolution of new applications or
information technology-related services.
Work collaboratively with customer management, staff, and other
stakeholders.
Monitor and adjust technology systems and tools to meet the business and
organization needs.
Create SOP and work instructions to ensure consistency of practices and
procedures.
Required Qualifications at this Level
Education/Training
Bachelor's degree in a related field, or four years of equivalent
technical experience required.
Experience
LEVEL 1: No experience is required beyond the minimum education (or
equivalency) requirement
LEVEL 2:
Two years of related experience in the areas listed below is required:
Microcomputer skills (including Windows 2000, XP, and 7).
Microsoft Office application suite.
Server administration (Windows, Red Hat Linux, and/or AIX).
Experience configuring and installing servers used in mid-size networks (100 - 1000 users).
Windows, UNIX, VMware, and Citrix.
Tivoli's Inventory, Distributed Monitoring, TEC, Remote Control applications.
SAN and NAS technologies such as EMC, IBM, and HP EVA.
Skills
LEVEL 1:
Working knowledge of incident management.
Working knowledge of TCP/IP technologies necessary to configure servers
and troubleshoot network errors.
Ability to follow change configuration management protocols and update
systems documentation based on Duke and industry best practices processes.
Solid understanding of the IT industry primarily relating to Windows
and/or UNIX operating systems, VMware, Citrix, server system
architectures, storage systems, and system administration tools and best
practices.
Excellent technical skills to support the organization and assist team
members across departments.
Good analytical and troubleshooting skills.
Good verbal and written skills.
LEVEL 2:
In addition to the KSAs described for the Associate, the Intermediate will
demonstrate:
Advanced knowledge of IBM Director and/or HP Insight Manager.
Proficient with incident and problem management.
Proficient with configuration management.
Proficient with change control policies and procedures.
Strong business skills with attention to end user and customer
satisfaction.
Preferred Qualifications at this level
3-5 years of progressive Windows systems administration experience,
including design, implementation, backup, recovery, patching, updating,
and automation of routine tasks for a complex computer network.
3-5 or more years of experience implementing, supporting, and
administering virtualization platforms and storage systems, including
design, implementation, patching, updating, and automation of routine
tasks for a complex computer network.
Licensure/Certification:
VMWare, Microsoft Server, Red-Hat Linux, and/or AIX certification(s)
A+, Security+, and or Network+ certification(s)
Supporting enterprise-level applications in an operations or service desk
capacity in one or more of the following areas
EHR Software
Revenue Cycle Software
Business or Workforce Software
Clinical Software
Security Software
Enterprise Monitoring Tools
Experience working in a compliance environment
Engaging multiple stakeholders, including application owners and
developers, to support daily operations of software and to identify and
manage problems and incidents
Demonstrated capability in adapting to ongoing organizational and
technical change
Linux server support experience.
Windows server support experience.
EMC storage and backup experience.
Experience supporting Virtualization technologies.
Duke is an Affirmative Action/Equal Opportunity Employer committed to
providing employment opportunity without regard to an individual's age, color,
disability, gender, gender expression, gender identity, genetic information,
national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation,
creativity, and belonging. Our collective success depends on the robust
exchange of ideas—an exchange that is best when the rich diversity of our
perspectives, backgrounds, and experiences flourishes. To achieve this
exchange, it is essential that all members of the community feel secure and
welcome, that the contributions of all individuals are respected, and that all
voices are heard. All members of our community have a responsibility to uphold
these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke
University Health System may include essentialjob functions that require
specific physical and/or mental abilities. Additional information and
provision for requests for reasonable accommodation will be provided by each
hiring department.
Nearest Major Market: Durham
Nearest Secondary Market: Raleigh
