ITSM Operations Analyst

Amrize•Dundee Township, MI

3d•Onsite

About The Position

The ITSM Operations Analyst provides operational support by resolving end-user concerns and requests. The role delivers Tier 2 and Tier 3 support, serves as an escalation point for Service Desk and Tier 1 support, and helps ensure service levels are met. It contributes to and leads IT and business projects involving services such as Collaboration, Network, Endpoints, and Software. The analyst is accountable for meeting defined metrics and benchmarks, following standards and processes, and creating instructional documentation for processes and procedures. The position administers and monitors computing environments, maintains asset inventory, contributes to the ITSM Knowledge Base, and evaluates and implements systems that improve productivity and business operations. It also involves customer training, collaboration across IT teams, continuous operational improvement, and meeting project deadlines in a fast-moving environment. The role requires compliance with health, safety, and environmental policies and availability after hours for critical issue resolution. Local travel may be up to 40%.

Requirements

Bachelor's degree.
Three to five years of experience in end-user support.
Experience with Active Directory, Service Now (SNOW), and Microsoft SQL.
Ability to work decisively under heavy workloads, considering service criticality, urgency, and extended hours needed to meet service commitments.
Willingness to drive transformation and service improvement.
Ability to adapt between working independently and working as part of a team.
Self-motivation and initiative.
Attention to detail.
Problem-solving, decision-making, and sound judgment capabilities.
Strong organizational and communication skills.
Professional demeanor and ability to communicate confidently, courteously, and credibly with all levels of management.
Ability to work amid ambiguity, shifting priorities, and rapid change while developing skills and capabilities.
Customer-service orientation, with a focus on business needs and anticipating future customer needs.
Ability to examine events, issues, and problems and generate timely solutions.
Collaborative approach and ability to work across the organization to achieve goals.
Adherence to safety protocols and proper use of approved PPE; employees required to wear respirators must meet applicable fit-test requirements, including being clean-shaven where the respirator seal meets the face, subject to applicable law.
Availability for local travel up to 40%.

Nice To Haves

Preferred field of study: Computer Science, Engineering, or a related discipline with an IT focus.

Responsibilities

Resolve and respond to customer issues using established resolution frameworks, IT tools, and troubleshooting skills.
Serve as a Tier 2 and Tier 3 escalation point for complex business systems concerns and issues.
Participate in and lead project assignments or work packages, ensuring adherence to budget, schedule, and scope.
Maintain, monitor, and administer computing environments, including directories, systems software, application software, and management tools.
Manage asset inventory in compliance with asset management processes.
Evaluate, design, and implement systems that increase productivity or enhance business operations.
Create technical documentation for new and established processes and procedures, and contribute to the ITSM Knowledge Base.
Lead customer training on IT policies, directives, and processes, acting as a subject matter expert and champion within the business.
Collaborate with the Operational Analyst team and other IT teams to resolve customer inquiries, communicate resolutions, and escalate issues as needed.
Develop understanding of IT processes and policies and how they affect customers; participate in training to develop functional and technical skills and business acumen.
Communicate frequently with management to develop personal skills and abilities.
Continuously improve operations and identify or suggest process and system enhancements.
Support team and overall performance measures and goals, and stay current on service center knowledge and industry best practices.
Investigate and test new technologies related to the position.
Meet assigned project deadlines in an agile, rapidly changing environment.
Follow health and safety policies and initiatives, including applicable PPE requirements, and promote a culture of safety.
Be available after hours for critical issue resolution.
Perform other responsibilities as assigned.

Benefits

Competitive salary
401(k) pre-tax and/or Roth after-tax retirement savings
Employee Stock Purchase Plan
Medical, dental, disability, and life insurance
Holistic health and well-being programs
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) for health and dependent care
Vision and other voluntary benefits and discounts
Paid time off and paid holidays
Paid parental leave, including maternity and paternity leave
Educational Assistance Program
Dress for your day