Zoetis, Inc. Sr ITS Analyst Service and Support in Kalamazoo, Michigan

ROLE DESCRIPTION: The primary function of the Sr. ITS Analyst, Service Support is to proactively coordinate preventive actions to maximize the Genetics Commercial business operation, coordinate the support of changes as well as to immediately restore systems functionality after incidents and problems. The individual in this role will be expected to effectively maintain the business operation by constantly planning and optimizing Service and Support processes, tools and resources (internal and vendors). RESPONSIBILITIES: * Act as the primary liaison between the business, partners and all ITS teams for incident, problem and change management. Coordinate problem resolution across teams, including business contacts when necessary. * Collect and analyze service performance data involving uptime for all customers for standard services on a regular basis. Daily health check visibility for the operation of the whole Commercial Genetics suite of solutions. * Analyze activity and problems to discover and prevent systematic errors. * Research, analyze, and determine the appropriate course of actions for fixing problems; identify and mitigate risks; implement solutions. * Escalate/communicate issues when necessary. * Recommend changes to designs and implementations based on ongoing operational problems. * Plan, coordinate, supervise and validate Service and Support activities. * Contribute to the definition of operational SLAs and ensures they are met. Contribute to validate and negotiate vendor contracts to ensure SLAs are met. * Oversee coordinate backup and recovery procedures as well as plans for business continuity. * Ensure compliance with all policies, procedures and standards (includes platform security). * Recommend changes and implementation of policies to drive continuous operational improvement. * Liaison with various teams during development lifecycle (code migration, CM, data management). * Validate cost, time and resource estimates in consideration with other projects as well as operational support time commitments. * Support the prioritization of requirements and match resources with requirements. Document discussions and agreements. * Assess RFCs and validate implementation processes to ensure minimal impact. Review the design of new service requirements to ensure it can be supported. * Provide recommendations to improve design of technical requirements and validate supportability of new designs and provide operational requirements. * Lead or provide technical direction for the planning, designing, and execution of testing efforts. QUALIFICATIONS: EDUCATION AND EXPERIENCE * Bachelor s degree in Information Technology, Computer Science, or related field required * 4 years of experience with the design, building and supporting systems and information solutions. Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, , orientation, age, gender identity o