Analyst, IS Operations

Job Location:

PRIMARY PURPOSE:  

The IS Operations Analyst – Tier 2 is an experienced and customer-focused role responsible for troubleshooting hardware, software and network issues. Skilling in resolving escalated support tickets, providing guidance to to Tier 1 staff, and ensuring timely resolution to minimize downtime. Proficient in using ITSM tools, remote desktop support and knowledge base maintenance. Adept at communicating complex technical concepts to non-technical users and committed to delivering exceptional IT Support and service continuity.

PRINCIPAL RESPONSIBILITIES:  

The responsibilities will include, but not be limited to: 

• Constantly evolve Simon IS monitoring environment and ticketing system

• Process improvement in Customer Support & Operations – works to automate tasks that are appropriate.

• Own end users training and support of ticketing system (ServiceNow). This includes any improvements needed within the system.

• Works with ServiceNow Admin to drive needs to production

• Provide technical support to Simon end users as needed

• Support, advise, assist, guide, and resolve problems within Customer Support and Operations

• Participate in the long-term strategies and planning for IS operations

• Assist in managing 3rd party phone vendor and participating in weekly calls

• Perform analysis and prepares reports to illustrate call volumes and key issues

• Assist in Customer Support audits as necessary

• Serve as liaison between Customer Support and Operations and department admins

• Assist in any other Customer Support and Desktop Support tasks as needed

• Provide requested technical support documentation to Tier 1 team members

• Provide requested technical support documentation to End Users

MINIMUM QUALIFICATIONS: 

• Minimum 3 years of experience in an IT Customer Support / Operations position

• Demonstrated organization skills

• Must be detailed and thorough

• Technical writing experience

• Excellent written and verbal communications

• Ability to multitask while still maintaining accuracy

• Strong understanding of Customer Support base fundamentals and Proactive Monitoring fundamentals

• Demonstrated ability to bring conflicting viewpoints to consensus

• Experience in ITIL processes, and CMDB is also preferred (Cherwell)

• Well versed in standard/process creation and change management practices.

• Must be professional, trustworthy, self-motivated and a team player to effect positive overall solutions

• Strong analytical and organizational skills with strong critical thinking and problem-solving abilities

• Strong people skills and able to work with strong personalities

• Basic understating of Microsoft M365 environment