Modern Workplace Operations Analyst

AustralianSuper•New York, NY

1d•$120,000 - $140,000•Hybrid

About The Position

Reporting to the Modern Workplace Operations Manager, the Modern Workplace Operations Analyst forms a vital component of the Modern Workplace Operations team. They handle escalated incidents and service requests from first-line support, delving into more complex troubleshooting and fulfilling requests that demand in-depth attention. Their role revolves around delivering top-tier second-line service, effectively resolving user issues that surpass the scope of first-line support or other Operations Teams. In addition to their troubleshooting skills, the Modern Workplace Operations Analyst plays a pivotal role in collaborating with third-party vendors as necessary, conducting root-cause analyses, strategizing and executing change requests, enriching the knowledgebase, and progressively enhancing the skills of the first-line team. As AustralianSuper transitions into a global model, establishing offices across Europe, Asia, and the US, a heightened emphasis on 24 x 7 support capability emerges. The Modern Workplace Operations Analyst may find themselves engaged in after-hours on-call support to accommodate this evolving landscape. The successful applicant should be a motivated and passionate technical all-rounder, possessing strong communication skills, foundational technical knowledge, adaptability, and a patient attitude for effectively diagnosing and resolving customer issues, while also contributing to a collaborative team environment that thrives in the ever-evolving technology landscape. This is a position based on-site at 1251 Avenues of the Americas, with a hybrid work schedule.

Requirements

Minimum 3 years of IT support experience.
Strong understanding of ITIL processes, including Incident, Service Request, Problem, and Change Management.
Advanced technical proficiency and troubleshooting skills across a range of user-facing technologies such as Windows 10/11 desktop environment, M365 suite, Microsoft Active Directory & Azure Active Directory, DNS Administration, Infrastructure service, and business applications.
Proficiency with service desk tools and CMDB maintenance.
Capability to measure KPIs and customer satisfaction.
Strong problem-solving and analytical skills.
Effective communication with technical and non-technical users.
Clear and persuasive articulation.
Dedicated to superior customer service.
Collaborative, responsible, and team oriented.
Detail-oriented with the ability to manage priorities under pressure.

Nice To Haves

Windows server support experience.
Expertise in one or more of the above listed technologies.
Microsoft Power Platforms including Power Apps and Power Automate.
AI competency including Copilot, Copilot Studio.
PowerShell Scripting.
Package and deploy applications via SCCM and Intune.
Experience in patching and maintaining EUC environments.
Experience with MDM and MAM services.
Experience with change management.
Familiarity with Financial Services industry.
ITIL Foundation certification.
MCP or recognized technical certification.
Preferred: Bachelor of Science in Information Technology or relevant TAFE qualifications.
Preferred: Advanced Microsoft Certification (MCSA, MCSE).

Responsibilities

Provide technical support services across the Funds end user compute (EUC), M365 and infrastructure services.
Drive resolution of escalated, technically complex Service Requests, updating procedures accordingly.
Take ownership of specific products, technologies, or requests, documenting procedures and training team members.
Effectively communicate with users using multiple channels, providing clarity on assigned incidents and service requests.
Explain IT policies, processes, and standards in a user-friendly, business-oriented manner.
Understand and explain the business implications of service disruptions and unique requests.
Deliver exceptional customer service, recording interactions meticulously in the Enterprise ITSM system.
Assist the Service Desk and Operations teams, ensuring fulfillment of Service Requests within defined processes and service levels.
Monitor and report on Service Request progress, acting as a liaison between customers, Technology Services, and external vendors.
Proactively contribute to team improvement, exhibit teamwork and remain positive when challenged.
Support Service Desk and Operations Teams, ensuring adherence to agreed processes for Incident resolution.
Analyze and swiftly address escalated Incidents, leveraging technical expertise and coordination with vendors when needed.
Coordinate escalation and resolution efforts with internal teams and external vendors.
Identify potential problems and assist Problem Manager in adhering to process and service level agreements.
Log potential change requests and actively contribute to the change process by reviewing technical implementation and test plans.
Take ownership of change implementations when necessary.
Provide technical expertise to IT projects and initiatives.
Assist with other aspects of business-as-usual IT operations as required, including but not limited to hardware and software rollouts, upgrades and new deployments, etc.
Assist with other duties as directed.
Nurture and maintain internal relationships across all levels of the Fund.
Proactively keep stakeholders up to date on key issues or escalations.
Operate and make decisions according to the Fund’s Policies, Standards and Procedures.
Ensure appropriate and relevant governance structures, policies and processes are followed, and advocate for continuous improvement to these.