Operations Analyst

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Execute technical tasks associated with the operation and monitoring of designated technologies for managed services clients.

• Work closely with customers, suppliers, and team members to prioritize and deliver services that align with business requirements.

• Provide services in accordance with established SLAs, SLOs, and security/compliance standards.

• Maintain daily operational documentation and ensure knowledge transfer to the subsequent shift.

• Offer tier-1 support via telephone, email, and web portal.

• Troubleshoot and document issues using the relevant ticketing system; escalate matters to Managed Services Engineers when necessary.

• Handle assigned customer tasks, including issue investigation or event monitoring and resource allocation.

• Timely and effectively communicate issues to clients.

• Collaborate with customers, managed services personnel, and external vendors to resolve problems.

• Analyze incidents, problems, opportunities, reports, and operational data to spot trends and potential service enhancements.

• Assess and enhance operational business processes and support documentation.

• Develop tactical and strategic solutions focused on simplicity and user-friendliness.

• Partner with stakeholders to refine and optimize support processes.

• Facilitate and lead changes, service recoveries, projects, and team members.

• Relay process changes, updates on customer environments, and managed services project details to team members and management.

• Identify and share opportunities for process improvements in documentation, workflows, coverage models, tools, and technology.

⛳️ Requirements

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related discipline, along with a minimum of 6 months of experience in Information Technology.

• This requirement can be satisfied by completing the CDW Academy program.

• Alternatively, 2 years of college coursework in a technical area plus at least 6 months of Information Technology experience; this also may be fulfilled through the CDW Academy program.

• Willingness to work flexible shifts, including weekends, holidays, and overtime as needed.

• Strong sense of accountability and results-driven approach.

• Keen attention to detail.

• Effective collaboration skills.

• Adaptability and flexibility in interactions with others and in unexpected scenarios.

• Ability to multitask and operate with minimal supervision.

• Proficient verbal and written communication abilities.

• Exceptional customer service skills.

• Capability to foster positive working relationships and function as a team player.

• Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.

• Familiarity with monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar tools.

• Experience with help desk applications like ServiceNow, Service Desk Express, Remedy, Heat, or similar systems.

• Experience in a managed services setting is a plus.

🏝️ Benefits

• Overview of benefits can be found at https://cdw.benefit-info.com/.

• Salary ranges may vary based on geographic differentials.

• Work in an AI-fluent environment with opportunities to engage with cutting-edge technology and tools.

• Fair, transparent, and respectful hiring process.

• Collaborative workspace that encourages growth and values contributions.