In this technical role, the Enterprise Service Health (SHO) Analyst develops a strong understanding of Paychex' program's application and performance health measures, and applies that understanding by analyzing data to proactively identify meaningful patterns and trends that are impactful to the performance, availability, reliability and overall health of Paychex' applications, services and IT infrastructure components. This role requires the Service Health Analyst to analyze data from multiple sources and apply knowledge of Paychex' applications and services, along with critical thinking skills and attention to detail to identify trends and correlate underlying causes to changes in the data that are impactful to the client experience. The Enterprise Service Health (SHO) Analyst provides ongoing support to the program areas, specifically regarding performance, availability and reliability of their services and applications, by way of regular monitoring, trending and reporting on health in the production environment, as well as providing consultation and recommendations, with regards to continuous improvement strategies that support business objectives.
The ideal candidate has strong skills in gathering, analyzing and reporting program and infrastructure performance/health related data. Partnership and relationship building is also a key element of this position. Thus, the Enterprise Service Health (SHO) Analyst must have strong interpersonal skills, including the ability to foster strong partnerships and build effective working relationships with those outside of the organization, including Application Development, Product Management, IT Operations, Enterprise Support, as well as various business units. As a result of needing to partner with those from all corners of the business, an ability to communicate effectively to both technical and non-technical audiences is a must, as the Enterprise Service Health (SHO) Analyst plays an influential role in providing recommendations, based on data, back to the business and IT partners.
Analyzes IT software application, service, and infrastructure component data from multiple sources to identify meaningful patterns/trends and underlying causes to anomalies or changes in data; Interprets historical and current data to understand nuances of changes in data as it relates to anticipated changes in workload or peak processing for specific applications; Makes data-driven recommendations back to the Program for continuous improvement opportunities, and advocates for prioritization of root cause determination to protect the overall customer experience.Develops performance/availability/error reports, dashboards, executive summaries, and presentation materials for executive level review; Develops detailed drill-down reports and dashboards to support the analysis, detail and understanding needed to present findings to both technical and non-technical audiences, including senior management and above.Builds and maintains effective working relationships with assigned programs and develops a strong understanding of their business operations, performance/health measures and data capabilities.Facilitates discussion, and acts as a liaison between IT Operations, Product Management and Development organizations; Provides guidance and assistance in program's establishment of targeted, high-level metrics capable of effectively measuring and communicating application/infrastructure health; Assists programs in developing new and refined measures as needed, and ensures application/infrastructure health measure data integrity.Understands technical debt impacting assigned programs, and brings awareness to partners on impact technical debt has on the program to ensure it receives the appropriate priority in the program backlog based on risk/reward/ROI.Other duties as assigned, such as providing various trainings.
- Bachelor's Degree in Computer Science, Data Science, Mathematics, Statistics, Engineering, Software Development or other IT related field - Preferred
- 3 years of experience in IT services organization.
- Demonstrates analytical skills.
- Ability to influence internal and/or external constituents.
- Excellent interpretation of complex statistical data.
- Strong verbal communication and listening skills.
- Ability to build strong customer relationships.
- Ability to simultaneously handle multiple priorities.
- Performs work independently with minimal supervision.
- Demonstrates time management and priority setting skills.
- Possesses flexibility to work in a fast paced, dynamic environment.
- Demonstrates a high commitment to quality.
- Possesses strong technical aptitude.
- Possesses strong product knowledge.