Associate Operations Analyst
About The Position
The Associate Operations Analyst analyzes system performance to ensure optimal processing efficiency and works closely with IT Technical and Application Support teams to identify and resolve processing issues. The role develops and administers software packages for analyzing system and batch performance, determines and analyzes problems, executes corrective action, and creates and maintains analytical reports for technical and business owners. It also supports Business Continuity activities, conversion and deconversion operations, and communication with internal and external clients. The position is part of the GNOC team and works 12-hour shifts from 8 a.m. to 8 p.m. ET, Sunday through Tuesday and every other Saturday. The analyst supports incident response and restoration, change management, continuous service improvement, automation administration, and efforts to optimize processing run times.
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 in an IT- or business-related field.
- Two years of relevant experience, such as QL or DB2.
- Operations experience with CA, BMC, or IBM product suites.
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.
- Determine and analyze problems and execute corrective action.
- Create and maintain analytical reports for technical and business owners.
- Support Business Continuity activities and conversion/deconversion activities.
- Communicate with internal and external clients.
- 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 incidents to determine whether formal root cause analysis is needed.
- Liaise with internal technical resources and provide technical feedback for internal and external client communications.
- Ensure change activities are planned, authorized, and executed according to internal methods, processes, and procedures.
- Participate in continual service improvement by providing feedback to enhance processes and services.
- 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 remedy issues.
- Gather data to maintain ongoing communications and keep internal partners informed of 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 give back through community and charity initiatives.
- Global employee assistance programme.
- Recognition through a global platform that celebrates achievements.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
