Operations Analyst

Company: Adaptive Technology Insights
Location: Saint Louis
Posted on: March 19, 2023

Job Description:

Position Overview: Under limited supervision, serve as liaison between external customers and support services. Assists with IT changes and is responsible for incidents and service requests associated with application operations and/or client project activity. Help drive resources towards operational results in the areas of systems, platforms and applications.

• Responsibilities:Work with multiple IT functions including infrastructure, applications, project managers and customers/stakeholders in the initiation, tracking, status, follow-through and resolution of incidents, provisioning of requests and implementation of change.
• Work with IT shared service teams for all problem management, release management, server/environment requests, platform issues, database and system administration events, helpdesk activities, network issues and global security audit concerns
• Ensure customer service excellence through consistent communications, root cause analysis documentation, and process improvements.
• Provide technical and/or business application support to business partners and team members in the areas of functionality, architecture, operating systems, databases, web application servers, cloud infrastructure and log aggregation tools for complex application systems.
• Assist with planning and execution of system monitoring strategies.
• Develop and maintain effective business relationships.
• Provide training and guidance to team members and business partners as required.
• Apply proper change management protocols for all production moves, including ticket creation, communications, approvals, rollback procedures, test evidence, and support.
• Coordinate efforts associated with third-party evidence provider changes.
  Requirements:Experience and Skills
  • Required: 3-5 years of information systems experience in, or related to, an IT Service Management role or IT Operations support function
  • Microsoft Windows Operating Systems
  • Microsoft Productivity Suite
  • Ability to understand, map and document complex processes and systems
  • Ability to be flexible when needed, take initiative, and demonstrate accountability
  • Intermediate oral and written communication skills demonstrating ability to share and impart knowledge
  • Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions
  • Intermediate investigative, analytical and problem-solving skills
  • Intermediate interpersonal skills
  • Ability to set goals and handle multiple tasks, clients, and projects simultaneously; Ability to appropriately balance priorities, deadlines, and deliverables
  • Ability to work well within a team environment and participate in department/team projects
  • Ability to balance detail with departmental goals/objectives
  • Ability to foster customer service as needed
  • Ability to translate business needs and problems into viable/accepted solutions
  • Basic negotiating and persuasion skills
  • General business knowledge
  • Ability to develop reports and analysis documents using various tools and techniques
  • Basic knowledge of ITIL and/or ITSM processes and best practice
  • General business knowledge
    Preferred: 5+ years of IT Support, Call Center Experience, Process Management Experience
    • Foundation level certification in ITIL v3
    • SQL & PL SQL
    • PostgreSQL/Mongo/Oracle
    • Experience with AWS, GCP or other cloud provider
    • ServiceNow
    • Jenkins
    • Java, JavaScript or other programming language
    • Knowledge of risk assessment process and methods

Keywords: Adaptive Technology Insights, St. Louis , Operations Analyst, Professions , Saint Louis, Missouri