Sr. Operations Support Analyst - ATL

Our Fortune 500 company is driving a digital transformation and looking for forward-thinking innovators to disrupt how our industry thinks about and uses technology. As one of the world's leading employee benefits providers, we help millions of people gain affordable access to benefits that help them protect their families, their finances and their futures.

Are you an asker of questions, a solver of problems, and a challenger of the status quo? Our mission is to provide a differentiated customer experience and exceed the expectations people have of technology at any company — not just insurers. 

We are seeking individuals to join our team of talented IT professionals who share never-ending passion and an unwavering focus on our customer experience. Team members comfortable working in an agile, fast-paced, and delivery-focused environment thrive in our environment where we value an entrepreneurial spirit and those who challenge the status-quo.

Unum is changing, and we’re excited about what’s next. Join us.

General Summary:

We’re looking for a skilled Support Analyst to join our team and help deliver reliable IT and AV services that support our business operations. In this role, you’ll manage and support infrastructure services, systems and technologies. You'll respond to service requests and incidents, and contribute to the ongoing improvement of processes and procedures. You’ll also provide hands-on support for audio/visual technologies including conferencing systems, meeting room setups, and event production equipment. Working with cross-functional teams, you’ll troubleshoot complex issues, guide end users, and help implement solutions that align with our operational goals. This is a tactical, customer-facing role ideal for someone who thrives in a dynamic, fast-paced environment.



A Senior Operations Support Analyst is expected to be proficient in more than one of the following services:
• Workstation Infrastructure and End-user Environment
• Unified Communications Maintenance and Refresh
• Rich Media Maintenance and Refresh
• End-user Services Request Fulfillment
• Workstation & Printer Maintenance and Refresh
• Enrollment Workstation Support, Maintenance and Refresh
• ITIL Process Guidelines as defined at Unum (e.g. Change, Incident, Problem, Knowledge, etc.)
• Microsoft desktop/laptop environment (Windows 10 / Office Products / O365)

Job Specifications

• Bachelor’s degree preferred or equivalent experience.

• Excellent communication and proactive customer follow-up on service requests and issues.

• Resolves desktop issues on various OS platforms (Windows, physical and virtual).

• Provides support for hardware, software, networks, desktop applications, printers, and peripherals.

• Diagnoses and resolves hardware/software issues using testing tools and techniques.

• Microsoft Teams experience: usage, client support, meetings, devices, and Teams Admin Center.

• Microsoft Teams Room experience: installation/support of Windows-based systems and devices (Crestron, Maxhub, Yealink, Logitech, etc.).

• Audio Visual experience: support for AV devices, cameras, audio consoles, event production equipment, and associated wiring/cabling.

• Supports video conferencing, presentation services, and meeting scheduling/troubleshooting.

• Manages equipment inventory, ordering, and invoicing.

• Understands and interprets workflows for proper routing/escalation of IT requests.

• Delivers technical support and end-user training.

• Maintains current knowledge of relevant technologies.

• Participates in projects as needed.

• Demonstrated experience with ITSM tools (e.g., ServiceNow).

• Demonstrated experience with operating systems (Windows, Mac, etc.).

• Able to adapt to changing priorities in a fast-paced environment with a professional attitude.

Principal Duties and Responsibilities

• Partners with Manager, Operations Support Analysts, and Infrastructure Engineers on operational aspects of services to meet or exceed service levels.

• Executes the operation, reporting, and continuous improvement of services and functions required to support infrastructure and business needs.

• Establishes processes to ensure stability, capacity, and performance of services, adjusting as needed to maintain service levels.

• Monitors and drives resolution of infrastructure service incidents in coordination with IT peers.

• Supports ITIL service management processes including Incident, Problem, Change, Availability, and Release Management.

• Contributes to agile-driven team efforts to meet business needs efficiently.

• Identifies, documents, and resolves infrastructure issues impacting computing service users.

• Partners with IT resources to develop and implement technical solutions.

• Participates in and occasionally leads complex, cross-functional projects; defines tasks, timelines, and required resources.

• Provides technical leadership, daily work direction, and mentoring for team members.

• Communicates and triages high-priority incidents.

• May lead or support Continual Service Improvement (CSI) initiatives.

• Acts as subject matter expert for unit-specific processes, inputs/outputs, and dependencies.

• Negotiates timelines with business and IT partners, resolving conflicts as needed.

• Continuously identifies and contributes to process improvements and quality initiatives.

• Adapts to change, acts as a change agent, and works effectively in a dynamic environment.

• Performs other duties as assigned.

#LI-TO1

~IN1

#LI-MULTI

Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best – both inside and outside the office.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$59,800.00-$116,200.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not.  All benefits are subject to the terms and conditions of individual Plans.

Company:

Unum