System Analyst - Level 2

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

Occupational Summary

This position performs a variety of responsibilities pertaining to technology support for the achievement of the organization’s mission and objectives. These responsibilities include administering, maintaining, implementing, Designing, and monitoring the operating stability, scalability, and efficiency of Duke’s enterprise virtualization platforms (VMWare, Nutanix AHV, Cisco UCS), and minor storage and backup responsibilities; ensuring the security of information; and providing support for our users.

The ideal candidate is an experienced technologist that understands virtualization technologies, as well as in the interaction of those technologies with other enterprise systems, such as storage, network, firewalls, etc. Candidates should possess a strong ability to script and utilize API’s to perform provisioning and other repetitive work.

This position works closely with:

- Duke’s Engineering Team to implement virtualization solutions consistent with Duke’s strategic direction
- Duke’s Core IT Operations group to ensure that those implementations are operationalized to fit into their support structure

Primary Job Responsibilities

- Troubleshoot system failures and resolve technical issues with VMWare, Nutanix, Acropolis Hypervisor (AHV), Cisco UCS, and related data backup and recovery issues.
- Perform maintenance duties on VMWare ESXi, Nutanix, Cisco UCS, and AHV, as well as application migrations within the virtual environment.
- Help establish and maintain best practices and procedures for patch management (Vulnerabilities and/or Threat Management) and system upgrades.
- Participate in documenting policies and procedures and changes made to the technical environment.
- Provide Tier 3 incident management, prioritization, and resolution of problems/tasks for users in a courteous, customer-focused manner.
- Communicate issues effectively to team members and management.
- Assist monitoring team with automated system monitoring and reporting as needed.
- Coordinate and consult with vendors, as needed.
- Coordinate and consult with application development, database and Operating System administrator staff to profile application needs and provide the appropriate environment(s) needed for stability and performance.
- Participate in the on-call schedule.
- Provide technical leadership and mentoring in support of the technology solutions that will ensure optimum performance, availability, and recoverability.
- Perform other activities as required to meet the needs of the organization.

Preferred Qualifications: Education/Experience

LEVEL 2:

- Bachelor's degree in a related field, or four years of equivalent technical experience required.
- Four years of related experience with a strong knowledge of hardware/software, related peripherals, practices, policies, and procedures.
- Four years of system administration experience on Cisco UCS, VMWare and/or Nutanix platforms including experience with SAN/NAS storage solutions, specifically Fibre Channel and iSCSI technologies.
- Experience with Active Directory.
- Experience with Intel hardware and peripheral installation, maintenance, and software packaging.
- Proven analytical, evaluative, and problem-solving abilities.
- Experience with PowerShell and other scripting languages to interact against API’s.
- Experience with Ansible or other configuration management technologies.
- Experience with deploying and managing infrastructure in AWS and/or Azure.

LEVEL 3:

- Include Level 2 Qualifications
- BS degree in Computer Science / Computer Engineering or a related field, or Five years of equivalent technical experience required, or equivalent experience required.
- Five or more years of systems administration for Cisco UCS, VMWare and/or Nutanix platforms.
- Ability to understand and build upon a Virtual Infrastructure Design along with developing new virtualization solutions.
- Experience managing public cloud services including AWS and/or Azure.

Communication Skills:

- Excellent verbal/written communication skills to interact with team members, customers, management and support personnel (technical and non-technical).
- Ability to consult with knowledgeable technical staff.
- Excellent interpersonal skills and strong abilities to develop and enhance relationships with customers and internal groups.

Analytical and Reasoning Ability:

- Ability to manage multiple tasks and projects, performed by a diverse group of professionals.
- Ability to work across multiple teams.
- Excellent analytical abilities and innovative problem-solving skills.
- Ability to apply critical thinking skills while meeting impending deadlines.
- Ability to prioritize multiple tasks and switch between tasks quickly during high stress situations.
- Capable of understanding business requirements and recommending technology strategies based on Duke standards and practices.
- Ability to create and edit technical documentation.

Competencies

LEVEL 2:

- Leadership: Demonstrates leadership qualities and the ability to guide and mentor junior team members.
- Strategic Thinking: Takes a proactive approach to solution design and optimization, considering long-term goals and business objectives.
- Collaboration: Works collaboratively with cross-functional teams to implement solutions and resolve complex issues.
- Adaptability: Adapts to changing technology trends and business requirements, adjusting designs and strategies accordingly.
- Attention to Detail: Pays meticulous attention to configurations and documentation, ensuring accuracy and consistency.
- Problem Solving: Applies analytical thinking and creative problem-solving skills to address challenging issues.
- Continuous Learning: Pursues ongoing professional development and stays updated on emerging technologies and industry best practices.
- Accountability: Takes ownership of projects and initiatives, delivering results within established timelines and quality standards

LEVEL 3:

- Leadership: Demonstrates strong leadership skills and the ability to inspire and empower team members to achieve their full potential.
- Strategic Vision: Exhibits strategic thinking and vision in designing architectures that align with business goals and objectives.
- Collaboration: Works collaboratively with stakeholders across the organization to develop and implement solutions that meet diverse business requirements.
- Innovation: Encourages innovation and creativity in exploring new technologies and approaches to enhance performance, security, and scalability.
- Problem Solving: Applies critical thinking and analytical skills to diagnose and resolve complex issues, driving towards root cause identification and resolution.
- Continuous Learning: Pursues continuous professional development and stays updated on emerging technologies and industry trends in network engineering.
- Accountability: Takes ownership of projects and initiatives, ensuring timely delivery within scope, budget, and quality standards.
- Resilience: Demonstrates resilience and composure under pressure, effectively managing challenging situations and driving towards solutions.

Role Expectations

SKILLS / KNOWLEDGE - A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.

JOB COMPLEXITY - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.

SUPERVISION - Normally receives little instruction on day-to-day work, general instructions on new assignments.

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, genetic information, gender, gender identity, national origin, race, religion, sexual orientation, or veteran status.

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Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.