ITSM Operations Analyst

Amrize•Dundee Township, MI

3d•Onsite

About The Position

The ITSM Operations Analyst provides hands-on technical assistance and operational support within the Apex support team to maintain the availability, performance, and reliability of Apex applications and related systems. The role involves resolving incidents, processing service requests, and applying ITIL and Agile practices. The analyst collaborates with development, infrastructure, and business teams to solve problems, protect business continuity, improve the user experience, and ensure Apex solutions support organizational objectives. Apex by Command Alkon integrates quote-to-cash business processes for the aggregate and asphalt sectors of the heavy construction materials industry, serving approximately 280 or more sites across North America. The role is based at the Dundee Office in Michigan, requires travel amounting to 20% of time (overnight travel may be required), and includes availability after hours for critical issue resolution. The analyst also supports project work, documentation, knowledge sharing, service-level performance, and compliance with security, SOX, quality, health, safety, and environmental requirements.

Requirements

Bachelor’s degree in Systems Engineering, Computer Science, Information Technology, or a related field.
Three to five years of experience in IT application support, system administration, or software development.
At least one to two years of hands-on experience with APEX.
Leadership or team coordination responsibilities.
In-depth knowledge of Apex development and administration, including performance tuning and troubleshooting.
Strong understanding of databases, including PL/SQL, schema design, security, and integrations.
Knowledge of system monitoring tools, application log analysis, and root-cause investigation.
Ability to communicate effectively with senior management, business-unit management, IT managers, staff, and diverse constituencies.
Ability to work decisively under heavy workloads, including extended hours when needed to meet service-level commitments.
Ability to manage multicultural and multi-located teams.
Strong customer, end-user, or client service orientation.
High self-motivation, attention to detail, and willingness to drive transformation and service improvement.
Problem-solving, decision-making, sound judgment, and assertiveness.
Adherence to safety protocols and proper use of approved PPE; employees required to wear respirators must be clean-shaven where the respirator seal meets the face to pass fit tests.
Able to travel 20% of the time; overnight travel may be required.

Nice To Haves

Apex, database administration, or IT service management training or certification is considered an asset.
Preferred fields of study include Information Systems and Project Management.

Responsibilities

Collaborate with the Apex support team to resolve incidents and service requests promptly and effectively.
Execute and track support tickets and enhancement requests using ITIL and Agile methodologies.
Monitor application performance and identify opportunities to prevent recurring issues and improve reliability.
Collaborate with development, infrastructure, and business teams to align technical solutions with business requirements.
Create and maintain documentation for configurations, processes, procedures, and issue resolutions.
Track and report on Apex support KPIs and SLAs and identify opportunities for continuous improvement.
Follow security, SOX compliance, quality, health, safety, and environmental policies and standards.
Participate in project assignments, including defining and leading project tasks while meeting budget, schedule, and scope requirements.
Participate in evaluating, designing, and implementing systems that improve productivity or business operations.
Contribute to the ITSM Knowledge Base.
Participate in training to develop functional and technical skills and business acumen.
Communicate frequently with management to develop personal skills and abilities.
Meet assigned project deadlines in an agile and fast-moving environment.
Be available after hours to resolve critical issues.
Escalate issues within established timelines to minimize business impact and maintain service levels.
Respond to incidents, service disruptions, and escalations with urgency and individual accountability.
Carry out other support-related responsibilities assigned by the direct supervisor.
Use required approved personal protective equipment and follow safety protocols.

Benefits

Competitive salary
401(k) pre-tax and/or Roth after-tax retirement savings
Employee Stock Purchase Plan
Medical insurance
Dental insurance
Disability insurance
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
Paid holidays
Paid parental leave, including maternity and paternity leave
Educational Assistance Program
Dress for your day