Department name: IT@JH Enterprise Directory and Messaging
Personnel area (School): University Administration
General Position Summary: In accordance with institutional policies and standards responsible for administration, programming, maintenance, performance, implementation, security and support of various departmental and enterprise wide platforms, including the installation and testing of new software, operating systems, related utilities/services, and hardware products as well as the integration of new products and /or software release upgrades into the current environment. Conducts systems performance evaluations, monitoring, patch management and security evaluations. Analyzes user needs in various computer environments (including but not limited to mainframe, Windows, and mid-range) and makes recommendations for products and services that meet those needs. Ensures that all systems environments are maintained in an efficient and cost-effective manner.
The Systems Engineer is a key member of the team responsible for the design, implementation, administration and support of the enterprise email and collaboration infrastructure and services. Additional responsibilities include contributing to the configuration, maintenance, performance and security of the environment.
Develop solutions based on extensive technical knowledge, skills and experience; influence clients towards innovative/integrated solutions. Responsible for full life-cycle of medium to large sized complex projects; strong technical skills; strong ability to understand complex business processes. Complex and large projects typically are applications/systems with 501-3000 concurrent users requiring uptime commensurate with Clinical, Business critical, Education critical or Enterprise systems. Impacts of outages will cause major disruption such as implementation of downtime procedures, major disruption of business operations, and/or cascades to more than 7 systems/applications. Disruptions are without obvious or simple workarounds. Build and maintain client relationships through positive interactions. May provide assistance to lower level positions. Project scope can span an entire department, division, or enterprise-wide level. For enterprise-wide level typical projects impact the broader customer base of Johns Hopkins and its most mission critical systems. Projects often require interaction with various departments and teams both within and outside the department. Work is complex.
Current enterprise technologies include secure email gateways, multi-layer email security systems, enterprise email and collaboration solutions and mailing list management systems. The position requires a thorough, comprehensive knowledge of DNS and networking as well as email security strategies, technologies, policies and protocols like TLS, SMTP and DLP. Expertise with various email client applications is required. This is a large, highly complex enterprise environment. There is substantial cross-discipline and systems integration and customization unique to the environment.
Specific duties & responsibilities:
The Systems Engineer will participate as a member of the team responsible for these services and the associated infrastructure, as well as, partner with various levels of IT colleagues across the enterprise. The System Engineer will also provide escalation support and use their skills and experience to assist the team in project management activities while working closely with management, other systems engineers and more senior engineers and architects to elicit, translate and understand customer needs and functional requirements. Additionally, the position will require the skills necessary to build and maintain productive relationships crucial in providing exceptional customer support and having highly satisfied customers. The Systems Engineer is expected to display self-motivation and operate under limited supervision.
The Systems Engineer must demonstrate technical skills and work to maintain and update the skills necessary to meet the requirements of the ever-changing technology landscape around provisioning enterprise level secure email and collaboration services. The Systems Engineer will participate as a member of the team responsible for these services and the associated infrastructure, as well as, partner with various levels of IT colleagues across the enterprise. The System Engineer will also provide escalation support and use their skills and experience to assist the team in project management activities while working closely with management, other systems engineers and more senior engineers and architects to elicit, translate and understand customer needs and functional requirements. Additionally, the position will require the skills necessary to build and maintain productive relationships crucial in providing exceptional customer support and having highly satisfied customers. The Systems Engineer is expected to display self-motivation and operate under limited supervision.
The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.
SYSTEMS ANALYSIS/DESIGN (ENVIRONMENT/PLATFORM)
Design complex business, clinical, education, or infrastructure solutions by meeting with customers to observe and understand current processes and the issue related to those processes. Provide written documentation and diagrams of findings to share with the client and other IT colleagues.
Design complex solutions that conform to institutional policies, standards, and guidelines, and infrastructure environment and to vendor and industry best practices to deliver a quality product.
Select infrastructure applications that reside between end user applications and hardware operating systems by working with vendors, customers, and other sources (i.e., opensource or Internet2 initiatives) to provide configurable tools to the customers.
Develop new methods to improve service processes, performance, and functionality by examining existing systems management tools and processes.
Research, recommend, and implement new technologies based on the value to the institutions.
Works with vendor processes and product to improve the quality and fit for the institutions. Typically establishes product mastery, and demonstrates initiative for improvements.
INSTALL AND CONFIGURE
Install and configure complex server hardware and operating systems by following technical documentation to provide a working product.
Evaluate, implement, and manage appropriate complex software and hardware solutions by using best practices for the environment to ensure system integrity.
Install and configure infrastructure applications by following product installation and configuration directions and industry best practices to deliver a solution to the customers.
Implement a schedule of system backups and archive operations by using best practices for the environment to ensure data/media recoverability.
MAINTAIN AND TROUBLESHOOT
Provide complex server level administration (manage HW/SW, maintenance, upgrades and patches, account maintenance, backups and recoveries and assist users) by following documented procedures to ensure a stable environment.
Monitor and tune the system by following documentation and procedures to achieve optimum performance levels.
Develop complex scripts and solutions by using departmental standards to automate systems management.
Perform complex system software upgrades including planning and scheduling, testing, and coordination by following documentation and departmental standards to provide a stable product for the environment.
Design and/or integrate security authorization and access control. Audit and maintain user access and authorization by following access and authorization documentation to provide for system security.
Generate and maintain complex periodic and ongoing system specific reports by using appropriate tools to assess system performance, integrity and capacity in order to deliver a stable environment to the users.
Follow and maintain IT security awareness and best practices by understanding security principles as they pertain to environments supported in order to deliver secure solutions to customers.
Utilize system management and monitoring tools and incident tracking systems by following documentation and standards to detect incidents, take corrective actions, and determine root cause.
Monitor changes and resolve any incidents by responding to problems as they occur, by reviewing all processing and output of the newly implemented solution, and by proactively ensuring the solution works successfully in order to satisfy the customer requirements and to provide a smooth transition to the new solution.
PROJECT COLLABORATION AND LIFECYCLE PARTICIPATION
Implement changes while adhering to the change management policies and procedures in order to deliver a successful solution to the customer. Communicate to all parties the nature, significance, and risk factors.
With assistance of the project team, develop RFP's from requirements gathered by following institutional and purchasing guidelines in order to present well documented requirements to potential vendors for proposed solutions.
Evaluate vendor proposals by reviewing requirements for the product to select the most appropriate vendor.
Assist vendors, consultants, and inside Enterprise groups in developing applications by meeting with the team on a regular basis to deliver quality products to customers.
Participate in scheduled project team meetings by attending all meeting to provide input to the project team.
Author and maintain documentation by writing audience-appropriate materials to serve as technical and/or end user reference.
Develop test scenarios appropriate to changes being implemented by following testing guidelines to ensure all delivered solutions work as expected and errors are handled in a meaningful way.
Test all changes by using the appropriate test scenarios to ensure all delivered solutions work as expected and errors are handled in a meaningful way.
May participate in Institutional and Departmental committees and initiatives.
Required Education: Bachelor's degree. Additional experience can be substituted for education. Required Experience: Five years related experience. Additional education can be substituted for experience.
Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job.
Preferred Job Qualifications: Knowledge in the assigned IT environments.
Experience provisioning enterprise level secure email and collaboration services.
Knowledge, Skills, & Abilities (KSA's):
Must possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
Must demonstrate strong critical thinking and analytical reasoning skills.
Ability to work on multiple priorities effectively.
Ability to prioritize conflicting demands.
Ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Ability to communicate effectively in the service of users and colleagues.
Writes and communicates clearly and concisely.
Possesses sound documentation skills.
Ability to maintain confidentiality
Musts demonstrate exemplary customer service skills.
Describe the specific devices, software, projects for which the position is responsible: Current enterprise technologies include secure email gateways, multi-layer email security systems, enterprise email and collaboration solutions and mailing list management systems. The position requires a thorough, comprehensive knowledge of DNS and networking as well as email security strategies, technologies, policies and protocols like TLS, SMTP and DLP. Expertise with various email client applications is required.
Describe scale/size of area, project and/or system supported:
This is a large, highly complex enterprise environment. There is substantial cross-discipline and systems integration and customization unique to the environment.
Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130... years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Baltimore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.