Sr. Windows Business and Client Support Analyst - SSP

Job Summary
The Windows Business and Client Support Analyst (BCSA) is responsible for providing the timely handling of computer security related issues requiring a high level of expertise. The candidate will be expected to manage the full life-cycle of small to large initiatives and projects designed to remediate security vulnerabilities on PJM’s laptops and desktops.  The candidate will be required to interact regularly with PJM’s ITS Security team for receiving assigned tasks and status updates. The BCSA will have additional responsibilities as a member of the Business Support team, including client technology related support of PJM’s hardware and software environments.
Essential Functions and Responsibilities
• Perform Level 3 desktop computer support responsibilities for problems requiring a higher level of expertise.
• Develop client security solutions for detecting, diagnosing and restoring the normal service as quickly as possible, in order to minimize disruption to business applications.
• Manage and/or lead small to large projects to include planning and design, execution and reporting of status.  Participate in cross functional team meetings designed to develop action plans for remediating security related vulnerabilities
• Develop strategies and processes for applying timely and effective solutions to both technical and security related problems on PJM’s client systems
• Prepare daily, weekly, monthly status reports for delivery to leadership
• Escalation point for all problem tickets related to security issues on PJM’s client systems.
• Continuously re-evaluate client technology procedures and processes for improving the security of PJM’s client systems
• Lead the continuous effort for optimizing the Business Support operation processes related to the intake and managing of security related issues.

• Ability to produce high-quality work products with attention to detail

• Ability to visualize and solve complex problems

Skills

• 5+ years of experience in supporting, developing and maintaining Windows client operating system and policies in cooperate environments.

• Extensive knowledge of configuring Windows client images designed to ensure a secure, reliable and stable computing experience in a corporate environment.

• Ability to effective communicate with people across all functions of IT.

• Strong time management skills. Ability to prioritize work that is aligned with departmental and organizational goals.

• 2+ years’ of designing and implementing Windows client system security solutions. 

• Good understanding of SCCM for deploying patches to client systems. 

• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

• Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

• Interpersonal Savvy - Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.

• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

• Organizing - Can marshal resources (people, funding, material, and support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.

• Written Communication - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

• Negotiating - Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.

The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.