Systems Analyst - Kiewit Technology Group

Position Overview

The Technology Group Support Analyst is responsible for the daily production support and maintenance of a variety of Kiewit’s Field Enablement software solutions that support the Estimating, Project Controls, Field Execution business processes, and scheduling. The successful candidate is an enthusiastic and dynamic team player that will resolve incidents and complete service requests within established service level expectations and provide best practice recommendations. This position will report to the Application Support Supervisor within the Kiewit Technology Group Operations organization.

District Overview

Kiewit Technology Group builds solutions to enable and support our company's expansive operations. Our mission is to deliver project schedule and cost certainty by employing technology designed by and for the construction industry. Our team utilizes systems and tools that manage every part of Kiewit's business and the project lifecycle to improve planning and day-to-day execution in the field. We give our people real-time data to make faster, smarter decisions. 

Location

This position requires reporting on-site daily in LaVista, NE. This is not a remote or hybrid work opportunity. 

Responsibilities

• Provide front-line primary functional and technical support to end users on various issues/problems
• Make timely decisions with well-developed judgment, while considering alternatives, risks, and other critical decision factors
• Be a subject matter expert in the products supported and have an advanced understanding of the related business processes 
• Have an acute understanding that our business partners depend on our services and know how to respond to that dependency via acknowledgement, updates and resolution
• Check, validate and update ticket documentation
• Quickly and accurately prioritize incidents and follow internal incident management protocol
• Troubleshoot and resolve tickets within defined service level expectations
• Engage in appropriate escalation management activities
• Work with IT vendors/hosting partners as needed to gain issue resolution and ensure performance of 3rd party solutions
• Work collaboratively with other Kiewit Technology Group teams to ensure communications and processes are completed with seamless service delivery
• Pro-actively seek opportunities for continuous improvement within the team and department and act upon findings to initiate improvements, presenting ideas in a persuasive way to gain support 
• Provide quality customer service to all customers
• Maintain professional knowledge and skills through proactive self-study of relevant technologies and processes
• Create and update knowledge base articles and additional support documentation
• Participate in the service transition of new products/enhancements into steady state support and maintenance

Qualifications

• Highly motivated, self-starting and self-directed
• Bachelor's degree in an Information Technology related field such as MIS or Computer Science, or equivalent work experience preferred
• Strong analytical, investigative, diagnostic and problem-solving skills; ability to solve unique problems with creative solutions
• Desire and ability to prioritize customer service above all else
• Ability to adapt to fast-paced dynamic business conditions
• Strong sense of urgency and ownership paired with patience and understanding
• Understanding of incident and problem management
• Ability to communicate and work with 3rd party vendors to resolve system issues
• Ability to multi-task, work independently and as a part of multiple teams
• Ability to manage a variety of technically challenging tasks effectively
• Must be able to prioritize, organize and accomplish work efficiently
• Demonstrated initiative with ability to work under pressure and multitask effectively
• Strong relationship building and interpersonal communication skills
• Strong verbal and written communication skills, with proven ability to present information both to technical and non-technical customers/stakeholders, in appropriate media and form