Operations Analyst - Managed Services

14 hours ago

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CDW

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Security • Cybersecurity • Health Tech • Retail Tech • Small Business Tech

10,000+

💰 Post-IPO Equity on 2015-07

Description

• The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists. • Job Summary The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists. • Service Delivery – 60% Job Weight Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs. • Completes/ensures completion of daily operational documentation and transfers knowledge to next shift. • Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. • Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate. • Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately. • Analysis – 20% Job Weight Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis. • Regularly review reporting from monitoring and ticket applications. • Analyze data to identify trends and opportunities for service improvement. Design – 10% Job Weight Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. • Partner with stakeholders on creation/streamlining of support processes. Leadership – 10% Job Weight Enable and Lead Change, Service Recoveries, Projects and/or Co-workers.

Requirements

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, and at least 6 months of Information Technology work experience. • This requirement can be fulfilled via completion of the CDW Academy program, OR 2 years college coursework in a technical field, and least 6 months of Information Technology work experience. • This requirement can be fulfilled via completion of the CDW Academy program, OR 2.5 years total Information Technology experience, to include 6 months of Information Technology work experience. • Experience with one or more of the following technologies: Experience in a Network Operations Center (NOC) or other networking-focused technical role. • The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays and overtime. • Demonstrated ability in the following: Accountability and result oriented. • Attention to detail. • Collaborating 360 degrees. • Adaptability and flexibility in dealing with people and unexpected situations. • Multi-tasking and working under minimal supervision. • Proficient verbal and written communication skills. • Excellent customer service skills. • Establishing positive working relationships and working as a team player. • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.). • Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar. • Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar. • Experience in a managed services environment, a plus.