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Senior Systems Support Analyst

Senior Systems Support Analyst

Job ID 
# Positions 
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Position Type 
Full Time
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Job Information


Be Here. Be Great.  Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group, a member of American Financial Group, is a Fortune 500 company consistently recognized as a top place to work.  We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty property and casualty operations and a variety of financial services, there are always opportunities here to learn and grow.


Enterprise Content Management team has an opportunity for an experienced Senior Technical Analyst.


  • Provides production support to end users for ECM applications. Requires after-hours support.
    • Simulates or recreates user problems to resolve operating difficulties.
    • Interacts with network services, software systems engineering and / or applications development to restore service and / or identify and correct core problems.
    • Documents and communicates systems support issues to end-users.
    • Maintains CMDB/Knowledge Base for ECM applications.
    • Prepares analysis for production support of applications and associated documentation.
  • Recommends system modifications to reduce user problems.
  • Assists with the design and implementation of operational and system enhancements to ensure production capabilities are both effective and efficient.
  • Analyzes, identifies and writes detailed description of user requirements, program functions, and steps required to modify applications or components.
  • Maintains and configures application to ensure application integrity and reliability:
    • Tunes application to run smoothly.
    • Implements enhancements to improve reliability, performance and functionality.
    • Creates and maintains files, standard reports and ad-hoc reporting.
    • Maintains application security.
    • Responds to service requests.
  • May research, conduct fact-finding, design, code, test and maintain scripts associated with moderately complex efforts/projects.
  • Contributes to test plan creation, testing, debugging and installation support of an application.
  • May assist in the development and implementation of upgrade/maintenance schedules for ECM systems.
  • May participate in Configuration Management, including (but not limited to) Version Control, Software Builds, Baseline Management, Change Management and Release Management and / or coordinating, scheduling and communicating environment activities and deployments.
  • Builds strong customer relationships.
  • May lead small to moderately complex projects.


Technical Skills:

(Experience 3+ years in the following):

  • Background in supporting and troubleshooting production applications and systems
  • Experience with configuring and/or administering complex systems in medium / large environment
  • Experience with end-user documentation and communication
  • Knowledge of performance tuning and monitoring
  • Network traffic knowledge (TCP/IP, load balancers (F5), DNS)
  • Strong understanding of nested user and group security models, including Active Directory and LDAP
  • Strong understanding of Transact SQL
  • Knowledge of PowerShell, Shell (Linux) or other scripting tools, a plus
  • Experience with FileNet/P8 platform including environment installation and upgrades, a plus
  • Experience with the following, a plus:
    • Microsoft Windows Server 2008 and/or 2012
    • Red Hat 6 Enterprise Linux Server
    • Experience with Microsoft IIS and/or Apache
    • Experience with Websphere or Weblogic

Additional Qualifications

  • Demonstrated ability to establish priorities, organize and plan work to satisfy established timeframes
  • Proven ability to handle multiple tasks and projects simultaneously
  • Excellent analytical skills, attention to detail and problem-solving skills
  • Must be self-motivated and demonstrate strong initiative
  • Willingness to learn and stay current on technology trends and upcoming features
  • Excellent verbal, written and interpersonal communication skills
  • Ability to work in a team-oriented environment


  • Bachelor’s Degree in Computer Science, Information Technology or a related discipline or equivalent experience

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