Job Summary
The IT Operations Analyst has primary responsibilities focused on IT Operations documentation, communications, training, as well as assisting in process evaluation, improvements, execution, and compliance. The Analyst works to assist with supporting new operational processes and existing process improvements with accountable, consulted, and responsible stakeholders across IT and business departments. The Analyst assists in ensuring that a holistic approach is taken when implementing new and improved processes, so that IT Operations continually improves service functionality, quality, and delivery effectiveness and efficiency.
Essential Duties & Responsibilities

• Perform quality control, to ensure processes and procedures are accurately documented and are consistently followed, so that IT Operations functions at a high level of quality.
• Participate in cross functional meetings with IT and business stakeholders at all levels, focused on process evaluation and improvements.
• Perform data analysis to measure performance of processes, technology, and services.
• Work alongside Service Management Analysts to plan and support training activities delivered to IT and business departments, covering relevant Company IT and operational topics and tool usage.
• Provide technical writing services in various forms for various IT and business audiences.
• Assist with support and guidance in applying Operational excellence and other relevant IT frameworks, methodologies, and standards.

Qualifications

• Ability to communicate effectively in oral and written communications, including event coordination and presenting to small audiences.
• Facilitation and listening skills to assist stakeholders in process development and improvement exercises and workshops.
• Solid understanding of various technologies.
• Exposure to and general use of ITOSM tools, reporting, and relational database systems.
• Ability to multi-task and effectively prioritize work streams.
• Relevant exposure to the development and delivery of presentations and training materials.

Education & Experience

• High School Diploma or equivalent required
• 1 years' experience working in or supporting an internal IT department
• Previous experience in IT Operations or Service Management preferred

5972