Sr. IT Analyst

Panasonic•Sparks, NV

21h•Onsite

About The Position

The Senior IT Analyst is the highest-level individual contributor for analyst owned support services within PECNA IT Operations. This role owns analyst standards, support maturity, escalation strategy, tooling improvement, and technical risk management for endpoint and user support services. The position defines long term direction for analyst workflows, governs ticket quality and operational performance, leads major incident support strategy for analyst owned areas, mentors analysts, and ensures support services are reliable, documented, secure, customer focused, and aligned with business needs.

Requirements

High school diploma or GED and related technical training, or equivalent combination of education and experience.
7+ years of progressive IT Analyst, endpoint support, desktop support, field support, service desk, application support, technical lead, or related IT operations experience.
Expert knowledge of endpoint support, Windows, Microsoft 365, endpoint management, ITSM practices, access support, business application support, remote support, ticket management, and analyst support workflows.
Demonstrated ability to define standards, influence support strategy, mentor analysts, improve operating performance, manage technical risk, and lead complex support initiatives across teams.
Strong business communication skills with the ability to explain operational risk, support gaps, investment needs, KPI trends, and recommended actions to leadership and stakeholders.
Ability to lead critical support events, after hours maintenance, on call escalation, and major incident support for analyst owned services as required by business need.
Must have working level knowledge of the English language, including reading, writing, and speaking English.
Alignment to Panasonic’s seven core principles including contribution to society, fairness and honesty, cooperation and team spirit, untiring effort for improvement, courtesy and humility, adaptability, and gratitude.

Nice To Haves

Bachelor degree in Information Technology, Computer Science, Cybersecurity, Engineering, Business Information Systems, or a related technical field.
Experience with ServiceNow, ManageEngine Endpoint Central, ManageEngine OpManager, Microsoft Intune, Autopilot, SCCM, endpoint security, analytics reporting, and support process automation.
Experience developing analyst standards, support maturity roadmaps, ticket quality models, service readiness models, endpoint lifecycle processes, and leadership recommendations.
Relevant certifications such as CompTIA Security+, Microsoft, ITIL Foundation, HDI, endpoint management, project management, or similar credentials.

Responsibilities

Own analyst operational standards for incident, request, change, problem, project task, walk up, field support, onboarding, offboarding, endpoint refresh, shared device, asset return, and production area support workflows.
Serve as the highest analyst escalation point for complex endpoint, application, access, shared workstation, printing, mobile device, and user impacting issues that require advanced technical judgment.
Lead analyst response strategy during major incidents by guiding user impact validation, endpoint recovery coordination, communications input, escalation management, and post incident improvement actions.
Participate in on call, after hours support, and maintenance activities as the senior analyst escalation point for major incidents, production support, endpoint deployments, and business critical support events.
Set expectations for ticket queue management, SLA and KPI performance, aging ticket control, escalation criteria, documentation quality, customer communication, and operational reporting across analyst owned work.
Own analyst tooling maturity for ManageEngine Endpoint Central or similar platforms, including agent health standards, deployment practices, patch reporting, inventory accuracy, software deployment governance, and support model improvements.
Own analyst expectations for monitoring tool use, including ManageEngine OpManager alert handling, endpoint impact validation, escalation paths, operational dashboards, and service health reporting inputs.
Lead cross functional alignment for analyst supported projects, endpoint lifecycle planning, access process improvements, device standards, support readiness, tooling changes, and site support models.
Review project plans, change plans, vendor recommendations, support models, and new service introductions to ensure analyst readiness, documentation quality, and long-term supportability.
Define standards for analyst support in office, manufacturing, laboratory, shared workstation, conference room, and mobile support environments.
Perform other duties, responsibilities, and special projects as assigned to support business objectives and operational requirements.
Proactively identify systemic support risks, ticket backlog risks, service gaps, tool limitations, endpoint support weaknesses, knowledge gaps, customer experience issues, and KPI performance gaps.
Define and improve analyst performance models for SLA adherence, ticket quality, customer communication, backlog health, escalation discipline, and knowledge base effectiveness.
Lead root cause analysis for significant or recurring analyst owned issues and drive corrective actions across teams.
Develop recommendations that balance service quality, user experience, operational maturity, cybersecurity, compliance, cost, scalability, and long-term supportability.
Provide sustained mentorship to IT Analyst I, II, and III team members through coaching, ticket reviews, escalation reviews, technical standards, project guidance, and promotion readiness feedback.
Define documentation standards, knowledge management expectations, analyst playbooks, troubleshooting models, communication templates, escalation guides, and service readiness requirements.
Build analyst capability through training plans, reference materials, peer review routines, root cause learning, and cross training strategies.
Influence analyst support strategy across IT Operations, IT Asset Management, Systems Engineering, Network Engineering, Security, Service Desk, vendors, manufacturing teams, and business leadership.
Translate support risks, operational gaps, customer experience concerns, tooling needs, and staffing impact into clear leadership recommendations.
Lead cross functional alignment for major analyst supported initiatives, endpoint lifecycle changes, support model improvements, service readiness, and operational maturity efforts.
Ensure analyst operations support safety, quality, cybersecurity, compliance, audit readiness, customer service, endpoint reliability, and operational continuity.
Guide standards for access handling, endpoint support, asset updates, software deployment, patch reporting, ticket governance, knowledge management, support evidence, and incident prevention.
Promote a culture of operational excellence, customer focus, accountability, continuous improvement, and disciplined technical execution.

Benefits

Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
401(k) plan with company matching contributions and immediate vesting.
Vacation, holidays, personal days, sick leave, volunteer, and parental & caregiver leave.
Tuition reimbursement for job-related courses after six months of service.
Lifestyle Spending Account, EAP, virtual health management, chronic condition, neurodiversity, tobacco cessation, substance abuse support, and life stage and fertility resources.
High5 employee recognition and awards platform, quarterly and annual employee recognition
Opportunity for an annual performance-based bonus.
Several on-site cafes, plentiful snack and beverage kitchens, revolving on-site vendor visits and employee events
Rides to and from work!