Operations Analyst

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

📋 Description

• Execute technical responsibilities related to the operation and monitoring of designated technologies for managed services clients.

• Work collaboratively with clients, suppliers, and team members to prioritize and deliver services that align with business objectives.

• Provide services adhering to established SLAs, SLOs, and security/compliance standards.

• Maintain daily operational records and ensure knowledge transfer for the subsequent shift.

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

• Address, resolve, document, and appropriately escalate incidents using ticketing systems.

• Manage assigned client tasks, including issue investigation and event monitoring.

• Timely and effectively communicate issues to clients.

• Collaborate with clients, managed services staff, and external vendors to resolve problems.

• Analyze incidents, issues, opportunities, reports, trends, and areas for service enhancement.

• Review and improve operational business processes and documentation.

• Develop tactical and strategic solutions that balance technical and business needs.

• Partner with stakeholders to design and optimize support processes.

• Lead or facilitate change initiatives, service recoveries, projects, and team activities.

• Inform team members about process changes and managed services initiatives affecting customer environments.

• Identify and communicate opportunities for process enhancements related to documentation, workflows, coverage models, and new technologies.

⛳️ Requirements

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related discipline, along with at least 6 months of experience in Information Technology; this requirement may be satisfied through completion of the CDW Academy program.

• Alternatively, completion of 2 years of college coursework in a technical field and a minimum of 6 months of Information Technology experience; this requirement may also be fulfilled through the CDW Academy program.

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

• Strong accountability and results-driven mindset.

• Keen attention to detail.

• Solid collaboration abilities.

• Adaptability and flexibility in interactions with individuals and in managing unexpected situations.

• Capability to multitask and work with minimal supervision.

• Proficient in both verbal and written communication.

• Exceptional customer service skills.

• Ability to build positive working relationships and act as a team player.

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

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

• Experience with help desk software like ServiceNow, Service Desk Express, Remedy, Heat, or equivalent.

• Experience in a managed services environment is advantageous.

🏝️ Benefits

• Comprehensive benefits package (details available at https://cdw.benefit-info.com/).

• Salary ranges may vary based on geographic location.

• Opportunity to work in an AI-fluent organization that embraces evolving technology and tools.

• Fair, transparent, and respectful hiring process.

• Collaborative atmosphere that encourages growth and values contributions.