Systems Monitoring Analyst

Company Name:
WageWorks
JOB TITLE: System Monitoring Analyst
DIVISION: Information Technology and Engineering
JOB SUMMARY
With limited supervision, responsible for identifying and monitoring the successes and failures of files to ensure they appropriately run and alerting either a client, vendor or employee to take action within a given work day. Monitors multiple applications, including dashboards, tickets, spreadsheets and emails. Upon receiving an alert, disseminates and assigns tickets or contacts vendor to adhere to Service Level Agreements (SLAs) or Performance Guaranty's. Considers skillset of assigned incumbents and balance of workload to determine appropriate assigned tasks.
REPORTING STRUCTURE & WORK SETTING
This position typically performs work at a field location and reports to a supervisor or manager with responsibility for ensuring the integrity of the data in our systems. This position typically consists of a single incumbent or possibly two roles to support the entire department.
ESSENTIAL DUTIES & PRIMARY ACCOUNTABILITIES
NOTE: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent's performance objectives as outlined by the incumbent's immediate supervisor or manager.
1. Configures the file to set up monitoring for any new clients, client changes or internal requests in order to ensure that relevant issues are being identified and assigned appropriately for action.
2. Monitors a variety of dashboards, emails, and internal ticketing system of all scheduled incoming files from vendors and clients to ensure timely receipt. Responsible for monitoring all outgoing data files to clients and vendors by specific dates and times to ensure SLA requirements and performance guarantees are met.
3. Responsible for monitoring every 30 minutes internal ticketing system, and distributing tickets/workflow to staff appropriately via a notification from the application.
4. Monitors and interprets by looking at individual cases to determine appropriate individual to route cases to and assigns cases accordingly. Considers skillset of assigned incumbents and balance of workload to determine appropriate assigned tasks. This ensures there are not any interruptions in process or business flow. Makes determination to escalate to management if needed. Identifies technical issues, alerting the appropriate individual to ensure that such problems are acted upon.
5. Builds a deduction schedule based on individual clients' payroll schedules in a proprietary software application. This includes setting up, modifying and/removing schedules.
MARGINAL DUTIES & ADDITIONAL FUNCTIONS
Performs other duties as assigned or apparent.
SUPERVISORY RESPONSIBILITY
No formal supervisory responsibility entailed.
ADDITIONAL PERFORMANCE REQUIREMENTS
WageWorks believes that our success is achieved by its People. Values describe how we work together to achieve our success. It is our employees that drive results through living our Company Values. Every employee at WageWorks is expected to uphold and demonstrate the eight Company Values listed below as an additional component of the job description and as a standard of individual performance.
Clients and Participants Come First: Exceeding client and participant expectations is our highest priority
Integrity: We are open, honest, ethical and conscientious
Passion: A will to win and a relentless drive for excellence
Accountability: Deliver on commitments and take ownership for solving problems and creating solutions
Leadership and Influence: Our actions inspire vision and clarity of purpose
Continuous Improvement and Innovation: We embrace change and drive new ideas into business solutions
Dignity and Respect: We value the diversity of our people, encourage their development and reward their performance
Creating Value for Shareholders: Deliver consistent growth and premium returns
ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES
EDUCATION:
Thorough knowledge and understanding of business and technology as normally obtained through the completion of a Bachelor's Degreein Information Technology, Business Administration or a closely related field or equivalent education and experience.
WORK EXPERIENCE OR RELATED EXPERIENCE:
Must have a stable work background with prior support experience. Experience in tracking and managing a large number of simultaneousactivities, as well as cross-team dependent activities as normally obtained through 0 - 3 years' experience.
SPECIALIZED KNOWLEDGE, SKILLS & ABILITIES:
Basic problem solving and troubleshooting skills are essential. Very detailed, organized, analytical. Challenges the status quo, ability to not accept content for face value. Strong written communication a must. Ability to interact with others.
Good analytical skills and the ability to quickly assess client and systems issues while effectively escalating items as required. The ability to be proactive and self-directed utilizing good time management, decision-making and organization skills is required.
The ability to interact effectively with team members, customers, developers and other staff is required. Good listening, communication and interpersonal skills are required. Good writing and editing skills are necessary to transfer information to individuals. A strong customer service orientation is essential. A demonstrated ability to adapt to the changing demands of business is necessary.
EQUIPMENT:
A basic level of proficiency with business and communications software (preferably Word and common Windows operating systems, and Outlook) is required. Knowledge in Excel is required.
TRAVEL REQUIREMENTS & CONDITIONS
Travel is generally not required.
WORK ENVIRONMENT CONDITIONS & DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working
conditions.
PHYSICAL REQUIREMENTS & DEMANDS
Work requires normal range of hearing and eyesight. Incumbent must be able to use a telephone or headset equipment and operate akeyboard and other office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in anenvironment with constant interruptions is required. At times, incumbents are subject to sitting for prolonged periods. Infrequently,incumbent must be able to lift and move material weighing up to 10 lbs. Incumbent may experience moderate levels of stress duringperiods of increased activity and with work entailing multiple deadlines.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described.
Location: Mequon,WI
Job Code: A1599
# of Openings: 1

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