Facilitates Service Desk process improvements as it relates to the business through the analysis of key business functions and relationships. Responsible for analyzing Service Desk statistics, business processes, supporting technology systems, end user interactions with those systems, and discovering future business needs and creating functional and technical business requirements to support low-to-medium IT projects. Supports all 3 functions of the Service Desk (Help Desk, Systems Management, and Scheduling).
Primary Activities and Responsibilities
Monitors and documents trends to reduce customer/business impact. Includes hardware/software/problems such as operational discrepancies, job aborts, and network issues.
Gather and analyze data for corporate reporting purposes. Ability to research incidents and provide results as required.
Maintain strong technical knowledge and standards, while serving as a subject matter expert that trains others on the systems and processes supported by the department.
Communicates with customers, business partners and vendors within and outside of CSX Technology. A major component of the communication involves the facilitation of bridge calls, and promptly notifying the business.
Update and maintain documentation for Systems Management. Being readily available to cover any shift in a 24/7 operation. Ensure that technical and operational procedures are followed and maintained for the department.
Miscellaneous activities and responsibilities as assigned by manager
Knowledge and Skills
Basic familiarity with some / all of the following z/OS, JES2, CICS, IMS, DB2, CA/7, TSO, Windows OS & applications, Ionix, VMS, AIX, Solaris, Unix, VTAM, Netview, Business Objects.
Experience with Incident Management. This includes facilitation, escalation and documentation for incident(s).
Ability to communicate effectively verbally and in writing.
Familiar with operating a z/OS console, being able to interpret messages and perform basic problem diagnosis.
Strong customer service skills.
Knowledge with performing IPL to mainframe systems as well as performing system dumps when mainframe issues arise.
The CSX Leadership Model is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following: producing results, creating change, and inspiring excellence.
Different shifts as assigned in a 24 hour/7 days a week operation (incl working weekends)
Hours which include rotating on-call responsibilities which may be outside standard hours
Work hours may vary in length and schedule (may include a non-standard work week)
Guided by a policy of ensuring the safety of our employees, our customers and the communities we serve, CSX works relentlessly to prevent accidents and injuries. When a company puts safety first, everyone benefits: the employees and their families, the customers and the communities. In line with our commitment to safety, the applicant selected for this position may be required to successfully complete medical screenings and a background check.
CSX, based in Jacksonville, Florida, is a premier transportation company. It provides rail, intermodal and rail-to-truck transload services and solutions to customers across a broad array of markets, including energy, industrial, construction, agricultural, and consumer products. For nearly 190 years, CSX has played a critical role in the nation's economic expansion and industrial development. Its network connects every major metropolitan area in the eastern United States, where nearly two-thirds of the nation's population resides. It also links more than 240 short-line railroads and more than 70 ocean, river and lake ports with major population centers and farming towns alike. More information about CSX Corporation and its subsidiaries is available at www.csx.com. Like us on Facebook and follow us on Twitter.
At CSX, two of our five Guiding Principles are Valuing and Developing Employees as well as Operating Safely. We are committed to offering our team members the most competitive compensation and benefits package available, unlimited opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.
CSX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Click here to view the EEO is Law poster. Here Click here to view the OFCCP pay transparency provision information. Here
CSX Transportation and its subsidiaries are not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at CSX via e-mail, Internet, or directly to hiring managers without a valid written search agreement in place with the Talent Acquisition / HR department will be deemed the sole property of CSX. No placement fee will be paid in the event a candidate is hired as a result of the referral, or through other means.