Concero Technology Group
St. Louis, MO, United States
Nov 09, 2017
Contract to Hire
This position will provide leadership in the growth and management of a team of Solution Architects. This role is responsible for providing and maintaining a well-defined approach to solution architecture, management of the solution architecture team (team of 2) and oversight of the solutions proposed and developed by this team. This role will also serve individually as solution architect on projects as necessary.
Serves as a co-chair of the Enterprise Technology Committee, which is responsible for governing application, data and technology architecture domains across the portfolio of major technology initiatives.
Serves as Solution Architect for the Guidewire Implementation program. This requires an in-depth familiarity with the Guidewire platform and its capabilities as well the unique aspects of specialty/large commercial business.
Works collaboratively with leaders from all departments to effectively communicate and build technological solutions to suit their business needs.
Works collaboratively with Senior I.S. leadership to identify, define, develop and implement techniques to improve our solution development methodologies with a focus on quality, speed to market, reliability and maintainability.
Prepares and presents written reports and oral presentations, following research and evaluation. Performs related duties as needed or assigned.
Responsible for providing team and project KPIs as required by senior leadership and the Project Management Office (PMO).
Responsible for ensuring the Solution Architecture team adheres to all assigned process and duties as defined by the organizations Development lifecycle.
Sprint planning for current and future releases so that the workload is distributed evenly across the Solution Architects.
Responsible for mentoring team, empowering them to take ownership of their tasks.
Supervisory duties for exempt and staff level employees.
Evaluates and conducts annual performance appraisals and identify opportunities for team development / training for direct reports
A Bachelor’s degree or Associate degree in I.T. related field.
A minimum of 15 years of working experience in I.S. or related field.
A minimum of 2 years in a leadership role on a Guidewire Insurance Suite implementation. (this is a nice to have)
Previous Insurance Industry experience; Large Commercial/Specialty preferred (this is a nice to have)
Architectural Lead experience implementing a core transformation project with the Guidewire Insurance Platform (PolicyCenter, BillingCenter, ClaimsCenter, DataHub, InfoCenter)
Experience in building and maintaining a highly integrated service oriented architecture.
Demonstrated ability to lead people; organize, develop, and motivate a team; get results through others.
Deep understanding of the software development lifecycle.
Deep understanding of various system design patterns and practices, and a demonstrated ability to choose and implement patterns successfully.
Strong client service orientation – demonstrated ability to build effective working relationships with stakeholders leading to “trusted advisor status”
Must be proficient in verbal, written and interpersonal communication skills.
Ability to work independently and as a member of a team.
Good problem determination and resolution skills.
Ability to prepare and present oral and written reports, presentations, and recommendations and to perform necessary research or investigations.
Ability to effectively communicate with users having a wide variety of backgrounds and skills from the novice user to the expert programmer.
Ability to work under pressure and meet deadlines.
Ability to evaluate and improve the efficiency and effectiveness of operations.
Excellent work history and attendance record.
In order to meet the needs of the Corporation, employees may be assigned other duties in addition to or in lieu of those described above.
Concero Technology Group
St. Louis, MO, United States
Evaluate customer requirements and ensure implementation meets requirements
Collaborate on the design of data networks and implement based on the design
Work with team members to implement projects based on the design and scope of the project
Determine specifications for server hardware and long term configuration and backup strategies
Research and investigate technically sound solutions for small business technology,
Maintain a high-level knowledge of network and voice technologies
Provide technical leadership to Support Desk and other network consultants
Tier 3 problem management, diagnosis, escalation, tracking, and resolution.
Serve as a functional escalation point and diagnose and resolve technical issues the team is unable to resolve
Provide outstanding customer service and a positive support experience by interfacing directly with clients on issues, communicating in a clear, concise manner
Follow established processes and standards, identify and propose improvements as necessary
Assist in developing technical documentation to improve training and service delivery
Provide onsite client service as necessary
Provide after hours and on-call support on a rotation basis
Interface directly with various vendors on behalf of the client, providing collaborative troubleshooting leading to timely issue resolution
Act as a resource or team lead on infrastructure projects
Member of the Management team
Perform other duties as assigned
5-7 years industry experience, preferably in an IT consulting or managed services provider environment
Project lead experience
Experience working in a team environment
Ability and comfort with working directly with clients
Excellent documentation skills
Ability to write technical processes and procedures
MCSA or MCTS certification or higher preferred, Cisco CCNA certification is a plus
License and own vehicle, willingness to travel within the St. Louis area
Experience with Microsoft Windows desktop OS 7/8/10, Mac OS, phone and tablet OS.
Strong experience with Microsoft Windows Server 2008/2012/2016, Exchange on premise and Office 365.
Strong experience with virtualization technologies from VMWare and Microsoft Hyper-V
Experience with Cloud Hosted environments like AWS EC2 and Azure
Knowledge of on premise and cloud storage solutions, SANs, NAS devices.
Knowledge of networking equipment, including wireless, routing, switching, protocols, and monitoring
Knowledge of remote monitoring and management tools
Designing WAN/LAN solutions and associated routing and security
Ability to read logs and event viewer, basic analysis of TCP/IP packet captures, and diagnose advanced problems
Understanding of priority levels and escalation process
Intimate knowledge of troubleshooting processes
Strong documentation ethic
Advanced disaster recovery knowledge
Understanding of DNS and management of mail and validation records
Active Directory and Group Policy application and design
Excellent verbal and written communicator, clients need to love working with you!
Ability to handle emergency situations in a calm fashion, and lead teams in such situations as needed
Ability to remain flexible and effective under changing circumstances and expectations
Efficiently manage multiple tasks in a team-oriented environment
Exceptional problem solving and leadership abilities
Strong attention to detail and deadline oriented
Desire to learn and mentor
Concero Technology Group
St. Louis, MO, United States
The Sr. Service Desk Analyst is responsible for operationalizing workflows transitioning from the business community, IS&D and the core IT Infrastructure teams to the Service Desk team as well as processing user provisioning and termination requests
This position serves as an escalation path for Tier 1 Service Desk team members, providing assistance with day-to-day end-user support function, to include intermediate trouble shooting of desktops/laptops, network, remote connectivity, and software issues. Must be able to provide support for End-User connectivity via LAN/WAN, Citrix/VPN, email, and Internet, supporting both local and remote users and have the ability to provide outstanding customer service both over the phone and at the deskside.
The Sr. Service Desk Analyst will also take a role in mentoring less experienced Service Desk team members in interacting with the user community, and provides guidance regarding the appropriate escalation path for the internal ticketing system
Serve as first line support and escalation point for more complex issues and requests.
Ability to solve urgent matters and work under pressure.
Must have the ability to provide technical support over the phone; professional phone skills and demeanor required.
Ability to follow procedures and documentation in incident resolution or request fulfillment.
Must be able to communicate with staff at all levels.
Responsibility and accuracy in the completion of all received tasks.
Performs deskside support as necessary.
Recognizes patterns and proposes solutions to prevent recurrence and improve efficiencies.
Occasional travel to remote offices.
Works with managers and technical resources to ensure continual activity and root cause analysis on open problems.
Ability to quickly identify cause of incidents and provide resolution or determine escalation point
Participates in or leads service desk related projects as assigned.
Serves as backup to Service Desk Manager when needed, ensuring tickets queues are properly managed. Will assist in periodic reports as needed.
Maintain timely and accurate records of all incidents and requests utilizing the ITSM tool. Follow-up to ensure incidents are resolved, and all work undertaken is clearly and concisely documented and records reflect proper resolution.
Participates in on-call rotation.
Demonstrates ability to grasp and use new technology concepts.
Other duties as assigned.
Intermediate knowledge of Windows 7 and Windows 10.
Intermediate knowledge of Microsoft Office (2013/2016).
Basic understanding of Microsoft Exchange Server.
Basic understanding of Active Directory.
Basic understanding of Windows networking and telecommunications, to include SMTP, TCP/IP, DNS, and VPN.
General knowledge of PC hardware, software and peripherals.
General knowledge of SCCM, anti-virus and remote connectivity.
General understanding of the procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
General knowledge of techniques for explaining technical concepts and procedures to non-technical users.
Maintains current knowledge of hardware, software and network technology and recommends modifications as necessary.
Ability to solve complex problems and deal with a variety of situations where only limited standards may exist and critical thinking is needed for effective resolutions.
Ability to work in a “team” environment; friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Basic knowledge of Citrix.
Microsoft Office Specialist (MOS) or Microsoft Certified Professional (MCP)
CompTIA A+ certification
HDI Support Center Analyst Certification
HDI Support Center Team Lead Certification
ITIL Foundations certification