Technical Analyst I

ABOUT USG AND OUR DIGITAL CUSTOMER EXPERIENCE JOURNEY

USG Corporation is an industry-leading manufacturer of building products and innovative solutions highlighted by Sheetrock®, Durock®, and Securock® Brands.

Headquartered in Chicago, USG serves construction markets around the world through its Gypsum, Performance Materials and Ceilings divisions. Its wall, ceiling, flooring, sheathing, and roofing products provide solutions that enable customers to build outstanding spaces where people live, work, and play.

Capability transformation

USG is evolving its digital customer experience and translating the objective of being easiest to do business with into a sustainable technology roadmap. The digital transformation includes upgrading our technology stack and augmenting our teams, developing new digital platforms, and integrating a best-in-class eCommerce operating model to deliver exceptional customer experience from design planning to order delivery. The digital services are based on to be improved data and process models and will be provided for all our customers in the US, Canada, and LATAM.

POSITION SUMMARY

IT Analyst role manages and supports enterprise applications, ensuring optimal performance and availability. Responsibilities include application installation, configuration, updates, troubleshooting, and user support. They ensure data integrity, implement security measures, and collaborate with developers and stakeholders to align applications with business needs and objectives.  It assists in creating and maintaining technical documentation, including user manuals, guidelines, and troubleshooting procedures. Document changes, issues, and solutions in the knowledge base. Conduct routine checks and maintenance tasks to ensure smooth system operations. Supports Senior DevOps personnel in executing projects. Actively participates in project standup and training sessions to learn about USG-specific applications, tools, and technologies. Learn DevOps toolchain in USG and help in CI/CD process. Assist in on-going applications administration streamlining activities.

 KEY ACCOUNTABILITIES AND RESPONSIBILITIES

Job Knowledge (Technical Focus)

·       Install, configure, and maintain enterprise applications to ensure optimal performance and availability.

·       Diagnose and resolve application issues promptly to minimize downtime and ensure seamless operations

·       Provide technical support and training to end-users, addressing their application-related queries and issues.

·       Work closely with developers, IT teams, and stakeholders to align applications with business requirements and drive continuous improvement.

·       Maintain CI/CD pipelines to automate the build, test, and deployment processes, enhancing efficiency and reliability.

·       Manage automation pipelines and coordinate different environments (development, testing, production) to ensure smooth transitions and consistency across releases.

·       Plan and participate in the deployment of software releases, ensuring they are delivered on time and meet quality standards.

·       Identify and resolve release-related issues, collaborating with development and operations teams to troubleshoot and implement fixes.

·       Maintain detailed documentation of release processes, configurations, and changes, ensuring compliance with organizational standards and industry regulations.

·       Work with DevOps team to verify if living and breathing admin documents need to be updated and keep them up to date

·       Work under the supervision of senior DevOps member, accepting guidance and constructive feedback to improve skills and knowledge

·       Coordinates maintenance effort of supported systems, environmental infrastructure

·       Participate in streamlining CI/CD pipelines for DevSecOps process

·       Research new technologies or tools that could benefit the company, i.e., AI Code Generation tool

·       Help conduct training sessions for end-users on new technologies or applications

·       Engage in self-learning activities to improve technical skills

·       On a rotation basis, monitor Applications in production and Non-Prod to ensure high availability and performance, promptly addressing any incidents or outages to minimize impact on business operations

·       On a rotation basis, provide on-call support during off-hours, weekends, and holidays to handle critical issues and perform scheduled maintenance tasks, ensuring continuous system availa