Senior Technology Operations Analyst

Allegis Global Solutions•Troy, MI

About The Position

The Senior Technology Operations Analyst is responsible for advanced technical delivery, solutioning, and operational oversight across an assigned portfolio of programmes within the globally aligned Technology Operations model. The role manages complex configurations, investigations, enhancements, and technology-related service requests requiring advanced platform knowledge, business-process understanding, and sound judgement. Working in partnership with the Team Lead, the Senior Analyst helps maintain portfolio health by reviewing complex demand, recommending appropriate solutions, overseeing technically challenging work, and ensuring open items progress toward resolution. The role provides consultative guidance to programme teams and translates business requirements into practical, sustainable technology solutions. It operates with a high degree of autonomy and uses programme knowledge, VMS expertise, and operational insight to identify risks, recurring issues, and improvement opportunities. The Senior Analyst also mentors Analysts and Support Coordinators, improves technical documentation, and supports knowledge sharing across the wider team. Travel may be required as needed. The position is open to North American locations except California, Colorado, New Jersey, New York, Washington, and Maryland.

Requirements

Completed Bachelor's degree required.
Experience utilizing and managing one or more SaaS technologies.
Previous software administration and support experience.
Proficient to advanced skill with Microsoft Office products.
Familiarity with Systems Development Life Cycle (SDLC) methodologies.
Knowledge of process modeling techniques and protocols.
Experience with standard technologies used by AGS VMS engagements, such as Beeline, Fieldglass, IQNavigator, Salesforce, and SharePoint.
Ability to design, create, and execute a project plan.
Ability to design and create processes and procedures and assist others in implementing them.
Proficiency with Microsoft Office products including Excel, Word, PowerPoint, Project, Outlook, and Internet Explorer.
Strong conceptual, analytical, and problem-solving ability.
Self-starter able to quickly learn new technologies and apply them effectively to business processes.
Ability to work with diverse teams of AGS, technology partner, and client resources and reach consensus on issues.
Ability to manage multiple tasks at once and adapt quickly and flexibly in a constantly evolving field.
Ability to project a strong, confident image to AGS PO, clients, and technology partners.
Ability to travel as needed.

Nice To Haves

Experience with AGS or other staffing companies; MSP experience is a plus.
Experience in a high-call-volume environment is preferred.

Responsibilities

Own complex VMS configurations, enhancements, investigations, and technical service requests within the assigned portfolio.
Analyze business requirements and translate them into practical configuration or operational solutions.
Conduct root-cause analysis for complex, recurring, or high-impact technology issues.
Define solution approaches, risks, dependencies, testing requirements, and implementation steps.
Ensure complex work is documented, tested, quality-checked, and implemented in line with agreed controls.
Contribute technical expertise to implementations, expansions, releases, and programme change activity within Technology Operations scope.
Work with the Team Lead to maintain awareness of complex demand, risks, dependencies, and priorities across the assigned portfolio.
Review complex or ambiguous requests and determine the appropriate technical approach, owner, or escalation route.
Provide solution direction to Analysts and Support Coordinators when work can be completed at another role level.
Monitor technically complex work through resolution, ensuring appropriate progress, documentation, and communication.
Maintain continuity of portfolio knowledge across regions and make effective use of global handovers.
Provide expert technology guidance to programme teams, Client Delivery, and internal partners.
Explain technical options, constraints, dependencies, and risks in clear, business-focused language.
Participate in strategic programme conversations requiring advanced Technology Operations expertise.
Provide VMS and programme insights to support informed prioritization and technology decisions.
Support the Team Lead in maintaining credible and proactive engagement with portfolio stakeholders.
Review solution and ticket quality for technically complex work and identify gaps before implementation or closure.
Analyze recurring issues, defects, and service-request patterns and recommend sustainable improvements.
Create and maintain technical guidance, configuration standards, solution documentation, and reusable knowledge assets.
Identify opportunities to standardize configurations and approaches across programmes with similar requirements.
Contribute to operational assessments, best-practice reviews, and improvement initiatives.
Mentor Analysts and Support Coordinators in technical investigation, solution design, configuration, and testing.
Support structured technical learning, programme onboarding, and knowledge transfer.
Provide practical review and feedback on complex work completed by less experienced team members.
Encourage investigative thinking and appropriate use of documentation, platform resources, and internal expertise.
Build team confidence by explaining reasoning and solution approaches rather than taking ownership of all difficult work.
Design, create, and execute project plans; design and create processes and procedures; and assist others with implementation.
Identify training needs for non-technical teams and coach accordingly.
Manage multiple tasks simultaneously and collaborate with diverse AGS, technology partner, and client resources to reach consensus on issues.
Travel as needed.