DHTS IT ANALYST - Production Support Database Analyst

Duke University
September 23, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A

Duke University and Duke University Health System require all students, faculty and staff to receive the COVID-19 and influenza vaccines. After you have officially accepted a position at Duke, you may request a religious or medical accommodation.

DHTS IT ANALYST - Production Support Database Analyst

Work Arrangement:

Requisition Number: 236107

Regular or Temporary: Regular


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


  • 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

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