IT Operations Analyst

• Performs reporting capabilities for the team including but not limited to creating and customizing reports and dashboards in ServiceNow, Control-M, and Tableau
• Analyzing multiple data sources to identify trends or issues that should be addressed
• Makes recommendations based on analysis and leads initiatives to correct trending issues
• Occasionally presents service delivery data to leadership and stakeholders
• Monitors enterprise job schedule in multiple environments.
• Provides quality assurance for IT Operations Team by identifying errors or inefficiencies, correcting them, and ensuring they are not repeated
• Creates, reviews, revises, and adheres to process documentation.
• Monitors and ensures accuracy of IT Operations SharePoint Site.
• Leads continuous improvement efforts by identifying gaps, optimization opportunities, and/or automation opportunities for processes to streamline and improve daily operations.
• Identifies gaps in training of Operators and provides training when necessary
• May execute and respond to service management requests assigned to IT Operations
• Works on assignments as assigned by IT Operations leadership
• Monitors and supports the End-of-Month Statement Process on the last business day of every month
• Executes on and responds to internal and external auditing requests by providing evidence from the workflow orchestration tool
• Performs other duties and responsibilities as assigned

Knowledge of:

• IT Operations Services’ role in Information Technology
• Workflow orchestration tools
• IT service management tools
• Project/Quality management practices
• ITIL service management/change control practices
• Automation, monitoring, and reporting practices, * Identify and understand issues, problems, and opportunities; analyze and compare data from different sources to draw conclusions; own issues through resolution
• Clearly convey/present information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
• Prioritize, multitask, coordinate, and delegate tasks based on business impact
• Follow processes, procedures, and best practices; Create standardized documentation
• Recognize gaps in knowledge and provide training
• Maintain skill levels at industry level standards and adapt to and learn new processes and/or techniques to remain current with developments and trends in IT Operations Services
• Develop and use collaborative relationships to facilitate the accomplishment of work goals
• Build and maintain productive strategic partnerships within the organization to collaboratively execute business goals
• Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences
• Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.
• Advocate for change and be an ambassador for process improvement
• Possess a good attitude and willingness to learn

• BMC Control-M
• Microsoft Suite of Tools (specifically Outlook, Teams, SharePoint, Word, Excel, PowerPoint, and OneNote)
• Video Conferencing Tools
• ServiceNow
• Development experience is a plus