Associate Operations Analyst
About The Position
The Associate Operations Analyst analyzes system performance to ensure optimal processing efficiency and works with IT Technical and Application Support teams to identify and resolve processing issues. The role develops and administers software packages used to analyze system and batch performance, performs problem determination and analysis, and executes corrective actions. It creates and maintains analytical reports for technical and business owners, supports Business Continuity activities and conversion/deconversion activities, and communicates with internal and external clients. The position works 12-hour shifts from 8 a.m. to 8 p.m. ET, Wednesday through Friday and every other Saturday. The analyst supports incident response and restoration, change management, continual service improvement, automation administration, and efforts to optimize processing run times. Applicants must be authorized to work in the U.S. without employment-based visa sponsorship now or in the future.
Requirements
- Strong customer service experience.
- Strong computer experience.
- Basic network and server exposure.
- Must be authorized to work in the U.S. without employment-based visa sponsorship now or in the future.
Nice To Haves
- Bachelor's degree.
- IT- or business-related study.
- Two years of relevant experience, such as QL or DB2.
- Operations experience with CA, BMC, or IBM suite of products.
Responsibilities
- Analyze system performance to ensure optimal processing efficiency.
- Work with IT Technical and Application Support teams to identify and resolve processing issues.
- Develop and administer software packages used to analyze system and batch performance.
- Perform problem determination and analysis, and execute corrective actions.
- Create and maintain analytical reports for technical and business owners.
- Support Business Continuity activities and conversion/deconversion activities.
- Communicate with internal and external clients.
- Engage, escalate, and communicate notifications to level 3 technical support, management, and critical incident management as needed.
- Open and manage bridge calls for technical teams working toward service restoration or resolution.
- Provide communications about resolutions to client-impacting issues and identify action plans.
- Assess incident criteria to determine whether formal root cause analysis is needed.
- Liaise with internal technical resources and provide technical feedback for communications to internal and external clients.
- Ensure change activities are planned, authorized, and executed in accordance with internal methods, processes, and procedures.
- Contribute feedback to the continual service improvement process.
- Assist with administration of automation products, applications, and business processes.
- Help identify tuning opportunities to improve run-time optimization and work with business or application teams to address issues.
- Gather data to maintain continuous communication and keep internal partners informed about critical issues.
Benefits
- Competitive salary and benefits package.
- Opportunities to grow skills and build a career within a global business.
- Access to learning, development, and on-the-job experiences.
- Supportive, inclusive team environment.
- Time to participate in community and charity initiatives.
- Global employee assistance programme.
- Recognition through a global platform.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
