ITSM Operations Analyst

Our client is looking for a ITSM Operations Analyst for a 12-month contract in Chicago, IL 60631.
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.

Our client is a multibillion-dollar company that provides end-to-end managed services, technology, and consulting to enable the digital workplace for small to enterprise businesses. Join their team to be part of delivering individualized experiences to a diverse range of clients in a collaborative and productive workplace environment.

Contract Duration: 12 months

Required Skills & Experience

• 3-5 years of related End User Support experience
• Preferred Education: Bachelors Degree
• Field of Study Preferred: Computer Science, Engineering, or related discipline with an IT focus
• Preferred Training/Certifications: ITIL v4 Foundations; Microsoft Certifications or working toward them; Cisco Certifications or working toward them

What You Will Be Doing

• 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
• Seek to continuously improve operations
• Identify and suggest process and system enhancements
• Perform at a level that assists in attaining overall and team-level performance measures and goals
• Stay apprised of service center knowledge and industry best practices
• 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
• Other duties as required
• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance with service level commitments
• High willingness to drive transformation and service improvement
• Ability to quickly adapt to and from single person to team working environments
• Highly self-motivated and directed
• Attention to detail
• Diverse capability for problem-solving, decision making and sound judgment
• Strong organizational and communications skills
• Highly professional demeanor with the ability to speak confidently, courteously and credibly to
  all levels of management.
• Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing ones skills and capabilities
• Foster a business focused environment delivering exceptional customer service and
  anticipating future customer needs
• Effectively examine events, issues and problems and generate optimal solutions in a timely manner
• Leads with a sense of collaboration and work effectively across the organization to achieve goal

Skills:

• Preferred Computer and Software Skills: Experience with Active Directory, Service Now (SNOW), Microsoft SQL

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