ABOUT THE ROLE

The ITSM Operations Analyst provides operational execution in resolving end user concerns and requests. This role offers Tier 2 and Tier 3 support services, acts as an escalation point for the Service Desk and Tier 1 support, and ensures service levels are met. The role contributes to and leads IT and Business projects related to services such as Collaboration, Network, Endpoints, and Software. The ITSM Operations Analyst is responsible for meeting pre-defined metrics and benchmarks, adhering to standards and processes for execution excellence, and creating instructional documentation around processes and procedures.

WHAT YOU'LL ACCOMPLISH

• Resolve and respond to customer issues
• Act as a Tier 2 and Tier 3 escalation point for complex business system concerns and issues.
• Actively engage in project assignments, including defining and leading project tasks to ensure adherence to budget, schedule, and scope.
• Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools.
• Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations.
• Lead customer training sessions on IT policies, directives, and processes, acting as a Subject Matter Expert and Champion within the Business.
• Collaborate with other IT teams to deliver excellence to customers through projects or issue resolution.
• Consistently meet assigned project deadlines in an agile and rapidly moving environment
• Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas. Promote a culture of safety and exhibit these behaviors.
• Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas. Promote a culture of safety and exhibit these behaviors.

RESPONSIBILITIES & TASKS

• Create technical documentation around new and established processes and procedures.
• Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools with the application of appropriate IT knowledge skills (e.g., troubleshooting) to resolve and respond to customer issues.
• Responsible for the management of asset inventory in compliance with defined asset management processes.
• Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues.
• Actively engage in project assignments including defining and leading project tasks and/or work packages to ensure adherence to budget, schedule, and scope of project.Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools.
• Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations.
• Contribute to ITSM Knowledge Base.
• Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers.
• Participate in training to continue to develop key functional and technical skills and improve business acumen.
• Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business.
• Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed.
• Communicate frequently with Management, working to develop personal skills and abilities.
• Seek to continuously improve operations.
• Identify and suggest process and system enhancements.
• Perform at a level that assists in attaining overall and team-level performance measures and goals.
• Stay apprised of service center knowledge and industry best practices.
• Investigate and test new technologies related to the position.
• Consistently meet assigned project deadlines in an agile and rapidly moving environment. Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual.
• Be available after hours for critical issue resolution.
• Other responsibilities as assigned.

WHAT WE’RE LOOKING FOR

Education: Bachelor's degree 

Additional Education Preferred:

Field of Study Preferred: Computer Science, Engineering, or related discipline with an IT focus

Required Work Experience: 3 – 5 years in End User Support

Required Training/Certifications:

Required Technical Skills:

Experience with Active Directory, Service Now (SNOW), Microsoft SQL

Travel Requirements: Locally up to 40%

Additional Requirements:

BEHAVIORAL COMPETENCIES

• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance with service level commitments
• High willingness to drive transformation and service improvement
• Ability to quickly adapt to and from single person to team working environments
• Highly self-motivated and directed
• Attention to detail
• Diverse capability for problem-solving, decision making and sound judgment
• Strong organizational and communications skills
• Highly professional demeanor with the ability to speak confidently, courteously and credibly to all levels of management.
• Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities
• Foster a business focused environment delivering exceptional customer service and anticipating future customer needs
• Effectively examine events, issues and problems and generate optimal solutions in a timely manner
• Leads with a sense of collaboration and work effectively across the organization to achieve goal