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This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12241531

Job#: 2048658

Job Description:

IT Operations Analyst

Interested candidates should send an updated resume to[emailprotected]{cfemail="f398909287879681879c9db39283968b808a8087969e80dd909c9e"}\ Location:Chicago, IL - position is onsite\ Duration: Yearlong contract - potential extensions/permanent potential\ Pay:negotiable based upon experience - paid weekly on W2

OVERVIEW\ Under the general direction of Head of IT Plant Operations, the ITSM Operations Analyst role provides operational execution resolving end user concerns and requests. This role will provide Tier 2 and Tier 3 support services and act as an escalation point for the Service Desk and Tier 1 support while ensuring that service levels are achieved. This role will be responsible for contributing to and leadership for IT and Business projects as related to services such as Collaboration, Network, Endpoints, Software, and team initiatives. The ITSM Operations Analyst is responsible for meeting and exceeding pre-defined metrics/benchmarks and that standards and processes are followed to provide execution excellence. The role will require interactions with business end users, relationship managers, project managers and global IT teams. This role may work on assignments that are complex in nature and require judgment, initiative, and communication to resolve problems and/or develop recommended solutions with minimal supervision. The ITSM Operations Analyst role will be responsible for instructional documentation around processes and procedures.\ RESPONSIBILITIES

• Resolve and respond to customer issues
• Create technical documentation around new and established processes and procedures
• Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools with the application of appropriate IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues
• Responsible for the management of asset inventory in compliance with defined asset management processes
• Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues
• Actively engage in project assignments including defining and leading project tasks and/or work
• packages to ensure adherence to budget, schedule, and scope of project
• Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools
• Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
• Contribute to ITSM Knowledge Base
• Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers
• Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
• Communicate frequently with Management, working to develop personal skills and abilities
• Identify and suggest process and system enhancements
• Investigate and test new technologies related to the position
• Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers by way of projects or issue resolution
• Consistently meet assigned project deadlines in an agile and rapidly moving environment
• Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual
• Be available after hours for critical issue resolution

\ QUALIFICATIONS

• Preferred Education: Bachelors Degree
• A ditional Education Preferred: N/A
• Field of Study Preferred: Computer Science, Engineering, or related discipline with an IT focus
• Required Work Experience: 3 5 years in End User Support
• Preferred Training/Certifications: ITIL v4 Foundations; Microsoft Certifications or working toward them; Cisco Certifications or working toward them
• Preferred Computer and Software Skills: Experience with Active Directory, Service Now (SNOW), Microsoft SQL