Operational Analyst I - Change Management

QTS Data Centers•Atlanta, GA

About The Position

The Operations Analyst I will be responsible for supporting Technology Operations leadership in identifying and solving opportunities using a data-driven approach to improve operations performance within our Customer Service Management and Infrastructure Operations functions. Specifically, this role provides direct support to management by producing performance analytics and quality control products in one or more program areas, such as customer service, budget, and workforce training programs. Strong analytical and troubleshooting skills are highly valued and required. Demonstrated commitment to growth in technical role is expected, and behavior and actions that are in alignment with the QTS Customer Creed.

Requirements

Bachelor of Science (BS) degree or equivalent professional experience
Three or more years of IT or related professional experience
Experience with change management
Experience with data analysis, including Excel pivot tables, charting, formulas
Experienced with or willing to learn the required business applications and databases, including ServiceNow, ScienceLogic, Salesforce, etc.
Proficient with Microsoft Office suite.
US Citizenship for this position is required by law due to federal customer contracts

Nice To Haves

ITIL v3/v4 Foundation or Agile certification
Experience managing, reforecasting, and reconciling budgets of $1M+
Experience managing 3rd party provider and vendor relationships
Excellent writing skills for generating clear and concise internal and customer communications
Exhibits excellent interpersonal skills with all levels of the organization
Uses organizational skills to determine prioritization and appropriate multitasking
Focuses on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses
Performs necessary and timely follow-up, escalating appropriately if necessary
Ability to work independently as well as part a team.

Responsibilities

Lead and support change management initiatives by evaluating business processes, identifying opportunities for improvement, developing adoption strategies, and partnering with stakeholders to ensure successful implementation of operational and technology-driven changes.
Review and analyze company policies and operational processes
Monitor and track process control points for critical operational processes (e.g., requisitions, budgeting, service management)
Build strong working relationships with any 3rd party providers, partners and vendors supporting operational processes
Export, combine, groom and analyze datasets from business applications (e.g., budget variances, customer service interactions, customer and employee surveys)
Visualize data using various types of charts and provide summary reports to management
Analyze datasets and information to identify operational improvement opportunities
Define improvement project requirements by interviewing stakeholders, analyzing data and processes, determining project scope and documenting results
Track and report status of project actions taken to drive improvements
Recommend changes and update written policies and procedures
Collaborate across multiple teams to improve operational efficiency and quality end- to- end
Craft quality professional written communications and templates.