System Analyst (Night Shift)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

Posted Tuesday, March 11, 2025 at 4 : 00 PM | Expires Monday, April 14, 2025 at 3 : 59 PM

About Us : Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

SYSTEMS ANALYST (NIGHT)

We are looking for a highly motivated individual for an opportunity in a global organization to be responsible for the identification and resolution of production system problems. This includes receiving escalated problem calls, documenting those calls, troubleshooting the problem, triaging the problem (prioritize), escalating those calls to the appropriate party for resolution, tracking the resolution process, and identifying fixes that will improve the department’s ability to support our global presence. Other duties include working with other groups / departments to improve systems based on problems identified, creating and maintaining processes and procedures, and working in a team environment to meet the goals of the operations team. Analyzing current systems and making recommendations for improvements is also required. The candidate must effectively write and communicate production problems to the organization.

In addition to monitoring Prometric’s systems, this position will respond to trouble tickets received through our ticketing system based on priority and impact to the business. This position requires a strong background in Windows products and applications, with strong troubleshooting skills diagnosing technical issues. The candidate will have experience troubleshooting servers, databases, applications, networking, and overall interaction between each of these layers. Many of the applications supported are proprietary but run on Windows servers. The applicant should have the ability to quickly learn new applications and business systems while working in a team environment. This requires a self-starting mentality and an eagerness to learn. This position offers great experience working on global business systems and the ability to learn and develop new skills while working on projects.

DUTIES & RESPONSIBILITIES :

• Monitor and resolve production problems
• Night shift - 5-day rotation schedule includes holidays
• Troubleshoot problems to determine severity and priority
• Resolve problem or escalate to the resolution person / group
• Handoff information to resolution party
• Maintain communications with resolution party until problem is resolved or a workaround is put in place
• Track (document) problem through resolution
• If problem was resolved outside this group, document steps that the Global Analysis & Resolution group can take to resolve this problem in the future
• Identify and document fixes that require program changes and / or procedure changes
• Work with other groups / departments to assist in creating permanent resolution / fixes
• Continuously strive to improve customer support, identifying opportunities and recommending solutions for improving service efficiency and effectiveness
• Monitor production systems using HP OpenView and other applications and respond accordingly
• Create and / or maintain operations process / procedure and problem resolution documentation as required
• Assist other Operations Engineers, as needed

KNOWLEDGE, SKILLS & ABILITIES REQUIRED :

o Microsoft OS (Windows 2003, 2008)

o Network Technologies (routing, switching, load balancing)

o Security (Firewall, VPN)

o Microsoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP, etc.)

o Java

o HP OpenView experience a plus

Prometric is an Equal Employment / Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.

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