Systems Analyst - GLOTECH, Inc.

GLOTECH, Inc., founded in 1995, is a privately and minority-owned company serving military, federal and commercial clients.  We are a successful Information Technology firm with a large staff currently providing superior information technology and advanced engineering services around the world. Our success is built on attracting and retaining quality staff through a highly competitive benefits package with a special focus on continuing career development and corporate financial support. We also maintain a collegial working environment and offer our staff opportunities to improve and enhance their skills. 

GLOTECH is committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure and maintain a work/life balance. We provide medical dental and vision care, disability insurance (short and long term), Life & AD&D Insurance, Flexible Spending Accounts (Healthcare, Dependent Care and Commuter Transportation and Parking Reimbursement), and Employee Assistance Programs. Additionally, we provide Annual Leave, Sick Leave, Holiday Pay, Educational Assistance, Certification /Training Reimbursement, and a 401(k)-retirement savings contribution plan (with employer match).

GLOTECH, Inc. is seeking a Systems Analyst to support the corporate office of United Parks & Resorts, located in Orlando, Florida. The Systems Analyst role provides competent technical support of various systems and applications from various and integrated lines of business including but not limited to Park Operations, Culinary, Retail Merchandise, Games, Credit & Finance, or Marketing.   The position will be responsible for mid and high level (Tier 2- 3) problem resolution, working with the 3rd party vendors, deploying production fixes and enhancements. This position will work closely with other IT resources providing technical assistance.   In addition, the position will work closely with IT and Business teams to identify solutions to improve system and process efficiency and productivity.

Primary Responsibilities

• Daily Competent level technical support and understanding of all assigned lines of business and the integrated systems and applications
• Track and report on daily KPI's for business critical processes
• Ensure compliance to all SEA Standards, policies and Best Practices in regards to systems Safety, Security, access, controls, change and release management
• Ensure resolutions to defects meet the Service Level Agreements
• Escalate issues to software vendor when needed
• Write and run SQL queries, run reports, or review logs, use web service tools, and be able to interpret the results to monitor and improve the health and performance of systems, services and data
• Assist in testing of resolutions, patches and software updates
• Create documentation and knowledge articles to ensure complex systems are well documented for troubleshooting, audits, integration, training and other purposes.
• Performs systems configuration for assigned applications and systems in all environments
• Ability to lead a High Severity incident call, taking the lead role in communicating, diagnosing issue, and resolving issue and following up with Root Cause Analysis
• Track issues and action items to resolution using Service Now and VTFS. Communicate progress during daily Stand-Up's or SCRUM's and provide weekly updates/metrics to leadership on assigned tasks.
• Actively contribute to process and workflow improvements
• Performs other duties or special projects as assigned
• Position will be on-call and will need to work some weekends or after hours to ensure a high level of support for the application.
• Domestic travel may be required
• Participate in project work, project deployment and providing hands-on installation & support services

• Working knowledge of database structure language and ability to demonstrate SQL query skills required
• Excellent verbal and written communication skills with an ability to translate business requirements into User Stories and to provide corresponding technical requirements
• Experience in drafting technical design proposals for system enhancements or replacements
• Proven ability to effectively communicate directly with Business Owners and Internal and External Customers.
• Demonstrated ability to understand, predict and avoid downstream impact to changes to integrated systems and applications, understanding of when to get other teams engaged at integration points.
• Excellent ability to converse with vendors and external resources to maintain professional business relations in the support of our systems
• Experience in creating training documents and training programs and ability to teach a session to both non-technical business users and technical IT resources

Preferred Skills

• BS Computer Science, MIS, Engineering degree or equivalent technical experience and IT certifications
• Cultural fit as a team player with positive attitude and strong interpersonal skills - must also be able to work independently
• Strong problem solving and analytical skills
• Able to identify risks, address issues and follow change management policies
• General knowledge and experience of SDLC and ITIL standards with application implementations, software upgrades, and hardware refreshes
• Previous experience in a client facing role. Proven track record of customer interaction and support.
• Ability to learn new technologies quickly
• Demonstrated organizational skills, ability to set priorities, coordinate multiple tasks simultaneously with strong attention to details
• Experience in updating Windows Operating Systems
• Knowledge of Jira or similar IT Incident/Change management systems; Knowledge of VTFS or TFS (code repository)
• Demonstrated ability and experience in providing support on business applications in the following areas:
  • Programming Languages - C#, VB.Net, JAVA, .XML   
  • DBMS - Oracle 9.x/10.x and/or Microsoft SQL Server
  • Powershell
• Working knowledge of LAN, VLAN and Wireless Network systems and experience with each preferred
• Some (1 - 3 years) experience or demonstrated competency at a competent level with Point of Sale System support and peripheral device configuration and maintenance (i.e. printers, scanners, cameras, time clocks, credit/payment devices, etc.)
• Preferred to have some experience with Omnico (aka Mantra) Freedom POS, Micros 9700, Micros Simphony or other Culinary POS systems
• Preferred to have some experience with Ticketing and Reservations software
• Some experience (1 - 3 years) or demonstrated competency at an expert level working directly with credit providers
• Some theme park experience is a plus
• Experience supporting mobility applications is a plus

GLOTECH, Inc. is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.