Analyst, IS Operations

Simon Property Group • Indianapolis, IN

75d

About The Position

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 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.

Requirements

• 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 understanding of Microsoft M365 environment

Responsibilities

• 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

What This Job Offers

• Career Level: Mid Level
• Industry: Real Estate
• Number of Employees: 5,001-10,000 employees