As a member of the Support organization, your focus is to provide proactive as well as reactive support to the clients for their mobility environment.
This involves directly supporting client activities and serve as a direct point of contact for clients to reach out for any questions, issues or any ongoing mobile device related activities such as latest device OS and application releases.
You will also look for opportunities to improve client’s mobility environment.
Responsibilities
As a Systems Analyst 1 you will provide proactive as well as reactive support to our Mobility Managed Services (MMS) clients.
You will be tasked with handling incidents, applying changes, escalating issues and running proactive audits.
You will be responsible for analyzing app metrics and log data through tools such as Elastic, Splunk and New Relic.
You will help identify problem areas, make recommendations to development teams and communicate with internal/external clients on issue resolutions.
You will consult with clients to understand their problems and requests for additional information.
You will proactively manage issues in the form of audits and alerts before the issue becomes a client incident.
You will also participate in weekly service calls with the client.
You will build client reports work to automate them using scripting language.
This role requires the usage of the VMWare’s Workspace One UEM a Mobile Device Management (MDM) solution, previously called AirWatch, to manage client devices and apps, this includes OS (iOS and Android) and critical app updates.
This role also requires leveraging CareAware iCommand to provision users and devices and perform regular solution maintenance for Cerner’s CareAware Connect solutions (Voice and Messenger).
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