Cargill Middleware Operations Analyst in Heredia, Costa Rica

Middleware Operations Analyst

Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.


The Operations Analyst is responsible for providing global operationalsupport of the application middleware environment to meet incident and request servicelevel agreements utilizing the BMC Remedy ITIL tool. The Operations Analyst performs queuemanagement, issue triage, service request fulfillment, represent and implementemergency changes, root cause investigations, maintenance activities,fulfillment of life cycle activites, environment builds, as well as incidentresolution of issues and problems which are ambigious and complex. This position will work an 8hr shift Mondaythru Friday (8hrs x 5days) and will participate in a weekend & holidayon-call support rotation (12hrs x 2days).


Incident &Service Request Management, resolve pro-active/monitored issues, identify &escalate reoccurring problems, and resolve issues reported by other IT teams ortrading partners. Troubleshootsmoderately complex application software issues, and utilizes a standardand full knowledge to resolves issues.


Works with the ITbusiness partnering capability and interacts with management,consultants, and users to compile and prioritize enhancements anddefect resolutions to applications and successfully implement changes. Performsmoderately complex ongoing application and system support. Participates in performanceimprovement activities.


Queue Management toensure timely communications regarding response and resolution to; incidents,service request or general tasks assigned to the Remedy queue, providing standardinformation regarding the integration and deployment ofapplications across the business.


Provides input intothe strategy and technical planning ofsystem/application technology in accordance with internal and external softwareand TGRC compliance standards.Includes providing input for formulatingand defining system scope and objectives

Includes providing input for theassessment of supportability and effectiveness of total systems throughoutsystem lifecycle


Miscellaneous Duties



  • Participate inshifts to ensure 24x7 operational support coverage

  • Participate inlarge weekend maintenance activities related to planned outages, quarterlyreleases, or extended HyperCare/WarRoom situations.

  • Participate inWeekend and Holiday on-call rotation


  • Bachelors degree,in business, engineering, computer science, IT, or MIS


  • DemonstratedCollaboration working across broad, diverse stakeholders and teams

  • ApplicationIntegration Support, both as an individual contributor and leader

  • 3 years ofworking experience in application operational support

  • 3 years workingexperience in creating Perl and Unix shell scripts

  • 3 years workingexperience in the following server environements: Windows, iSeries, Unix, AIX,and Linux

  • 3 yearsexperience in workingI Ton level 3 support for application servers orsimilar environment.

  • 3 years ofworking experience in application integration utilizing Active MQ, Tibco, EDI,or WebMethods.


  • Proven experiencein A2A and/or B2B integration support

  • Proven experiencein web technology support including Java and windows web technologies

  • Proven Experienceworking with partners to evaluate business needs and define requirements

  • Demonstratedability to learn and apply new, complex technologies

  • Proven experiencewith global customer service or support experience

  • Adaptable andcurious with a strong desire to learn more than taught

  • Keen Sense ofpriorities coupled with focus on relentless determination

  • Resiliency tolearn, recover, and take the risk to grow outside their comfort zone

  • Pursue andreinforce collaboration with a focus on creating a positive customer experience

  • Change leadershipin a highly complex, ever evolving environment

  • Working knowledgeof ITIL; Incident, Change, Problem, & Release including the development ofSLA/OLA

  • Ability tocommunicate up, down and across the organization in both business and technicalterms

Job Information Technology

Primary Location Costa Rica-Heredia

Schedule Full-time

Job Type Standard

Shift Day Job

Req ID: SAN01941