Operations Support Analyst II

SBA Communications•Boca Raton, FL

About The Position

SBA Communications is a leading independent owner and operator of wireless communications infrastructure, including towers, buildings, rooftops, DAS and small cells. We offer a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment. We welcome your interest in SBA. Let us know a little about you by checking all that apply: You are a self-starter. You are resourceful and thrive in a fast-paced environment. You have a strong work ethic. You are passionate and driven to achieve results. You are a team player who enjoys working in a collaborative environment. You continuously challenge yourself to find innovative ways to improve. You may be a perfect fit. At SBA, we operate with the highest sense of integrity and commitment to quality. We focus on achievement and operate with responsiveness, timeliness and accountability. Our culture of excellence incorporates working collegially, where every team member can contribute meaningfully and make a difference. If you are ready to make an impact, join our team!

Requirements

Bachelor's Degree in a related field required or the equivalent combination of education or training
0-3 years of corporate experience, with a specific background in ServiceNow Administration, Operations Support, or Data Analysis
Strong familiarity with ServiceNow (CSA certification preferred, or ability to obtain). Experience with Field Service (FSM) or Customer Service (CSM) workflows is a major plus.
Excel Proficiency: Must be comfortable manipulating data (VLOOKUP, Pivots) to clean, analyze, and present findings.
Critical Thinking: The ability to connect the dots. You don't just fix a ticket; you ask why it broke. You anticipate how a change in one system affects a workflow in another.
Coachability: You must be eager to learn. This role is designed for growth, and we expect you to absorb knowledge from senior leadership.
Adaptability: Be ready to assist with changing project needs, providing support wherever it is needed to keep the strategic roadmap moving forward.
Professionalism: Maintain a positive, solution-oriented demeanor, open to feedback and eager to learn new skills.
Ability to stoop, bend, kneel or crouch.
Ability to stand, walk and sit.
Ability to reach with hands and arms
Visual ability correctable to 20/20.
Sitting up to 90% of the day.
Ability to respond verbally in an understandable, professional manner in person and over the telephone.
Manual dexterity to input data into the computer and the calculator and operate the equipment listed above.
Ability to lift up to 15 pounds.

Responsibilities

System Administration & Optimization: Support the configuration of ServiceNow modules (FSM, CSM), assisting with Dispatcher Workspaces, Mobile Agent apps, and data workflows
Troubleshoot and resolve escalated system issues for field teams, ensuring high availability and user satisfaction
Assist in maintaining data integrity, managing user access, and ensuring security groups meet operational standards
Strategy Roadmap & Project Support: Support the Operations team in executing the department's strategic roadmap, acting as a key resource for any "future state" initiatives or system rollouts.
Assist in coordinating operational projects, keeping tasks on schedule, and ensuring that new tools and technologies are successfully integrated into daily workflows.
Act as a bridge between technical requirements and business goals—ensuring that project deliverables solve the operational problem.
Process Improvement & Workflow: Work closely with senior leadership to identify manual bottlenecks and assist in documenting new Standard Operating Procedures (SOPs)
Support the automation of business processes to improve efficiency and reduce administrative burden on the team.
Data Analysis & Reporting: Help gather data to track the progress of projects and initiatives.
Provide regular reports to senior team members that highlight performance and ROI
Utilize reporting tools to visualize trends and help leadership make data-driven decisions