CTS Operations Analyst 6PM-6AM

CDW•Virtual - Illinois, IL

2d•$26 - $31

About The Position

The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists. This role is part of a 7 day per week, 24 hour per day managed services operation, requiring flexibility in shifts including weekends, holidays, and overtime. CDW is committed to being an AI-fluent organization, looking for individuals with curiosity and a learner's mindset to engage with evolving technology and tools, embracing AI as a partner for enhanced creativity and decision-making.

Requirements

Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, and at least 6 months of Information Technology work experience (or completion of CDW Academy program).
OR 2 years college coursework in a technical field, and at least 6 months of Information Technology work experience (or completion of CDW Academy program).
Willingness to work other shifts including weekends, holidays, and overtime.
Demonstrated ability in accountability and result orientation.
Demonstrated ability in attention to detail.
Demonstrated ability in collaborating 360 degrees.
Demonstrated ability in adaptability and flexibility in dealing with people and unexpected situations.
Demonstrated ability in multi-tasking and working under minimal supervision.
Proficient verbal and written communication skills.
Excellent customer service skills.
Ability to establish positive working relationships and work as a team player.
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar.
Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.

Nice To Haves

Experience in a managed services environment.

Responsibilities

Perform technical tasks related to the operation and monitoring of assigned technologies for the managed services customer base.
Collaborate with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed business needs.
Deliver services within defined SLAs, SLOs, and security/compliance requirements.
Complete daily operational documentation and transfer knowledge to the next shift.
Provide tier-1 support for incoming calls, emails, and web portal requests, addressing and resolving problems, documenting issues, and escalating as appropriate.
Complete assigned customer workload, including investigation of issues or monitoring events, and assigning resources.
Communicate issues to customers in a timely and effective manner.
Interface with customers, managed services staff, and third-party vendors to resolve issues.
Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
Regularly review reporting from tools and applications, analyzing data to identify trends and opportunities for service improvement.
Review operations business processes for ability to address customer needs, identifying areas for enhancement or better documentation.
Engineer tactical and strategic solutions that meet or exceed business needs, focusing on simplicity of design and ease of use.
Partner with stakeholders on the creation/streamlining of support processes.
Enable and lead change, service recoveries, projects, and/or co-workers.
Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members.
Constructively communicate process improvement opportunities, such as customer support documentation, support workflows, coverage model changes, and implementation of new tools and technology.