Job Title: IT Operations Analyst

(This position is Hybrid working 2 days a week in the Denton Texas Support Center)

Our commitments are to build a truly diverse and inclusive company, care for our customers, people, and planet, and outperform together.

Essential Function

The IT Operations Analyst is a crucial role responsible for managing and optimizing the day-to-day IT operations within an organization, particularly in environments that involve collaboration with Managed Service Providers (MSPs). This role involves overseeing the delivery of IT services, ensuring efficiency, and maintaining a high level of performance and availability for critical systems and applications.

Knowledge, Skills and Abilities

• Bachelor's degree in Information Technology, Finance, Business, or a related field.
• 5-10 years of experience in IT operations, with a focus on financial management, contract management, and software license management.
• Relevant certifications in financial management, ITIL, or vendor management are advantageous.
• Proven track record of successful budgeting and vendor management.
• Proficiency in financial analysis, budgeting, and cost optimization.
• Knowledge of contract negotiation and management principles.
• Familiarity with software license management tools and practices.
• Proficiency in ITIL Practices and methodologies.
• Strong understanding of IT Infrastructure, systems, and applications. 
• Knowledge of many, if not most, aspects of an enterprise technology architecture
• Knowledge of information principles and processes
• Understanding of network and security architecture
• Understanding and knowledge of system development life cycle methodologies (such as waterfall, spiral, agile software development, rapid prototyping, incremental, synchronize and stabilize, and DevOps)
• Understanding and knowledge of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL)
• Understanding and knowledge of IT standards and controls

Primary Duties

25% IT Operations Management: Oversee the day-to-day IT operations, ensuring the availability, reliability, and performance of systems and services. Collaborate with internal teams and external Managed Service Providers to align operations with business objectives.

20% Vendor Management: Manage relationships with third-party vendors, especially MSPs, ensuring adherence to service level agreements (SLAs) and contractual obligations. Conduct regular performance reviews and evaluate the effectiveness of MSP services.20% Risk Assessment and Mitigation: Identify and assess potential risks associated with proposed changes. Develop and implement risk mitigation strategies. Work closely with the risk management team to ensure changes align with compliance standards and regulatory requirements.

15% Financial Management: Develop and manage the IT operations budget, ensuring cost-effectiveness and optimal resource allocation. Monitor expenditures, analyze variances, and provide financial reports to senior management.

15% Contract Management: Oversee contracts with third-party vendors, including MSPs, ensuring compliance with terms and conditions. Collaborate with legal and procurement teams to negotiate and review contracts, renewals, and amendments.

5% Incident and Problem Management: Respond to and resolve IT incidents in a timely manner. Analyze recurring issues and coordinate with relevant teams to implement permanent solutions.

5% Capacity Planning and Optimization: Monitor and analyze system performance, identifying opportunities for optimization. Collaborate with MSPs to ensure that IT infrastructure and resources meet current and future business needs.

5% Change Management: Work closely with the Change Management team to assess and implement changes to the IT environment. Ensure that changes are implemented with minimal impact on operations and in compliance with organizational standards.

5% Security and Compliance: Collaborate with the security team to implement and enforce security policies and practices. Ensure compliance with industry regulations and standards.

5% Software License Management: Maintain an accurate inventory of software licenses, ensuring compliance with licensing agreements. Optimize software license usage and costs, identifying opportunities for consolidation or renegotiation.

Competencies and Attributes

• Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation
• Strong leadership skills
• Excellent analytical and technical skills
• Excellent written and verbal communication skills
• Excellent planning and organizational skills
• Ability to understand the long-term ("big picture") and short-term perspectives of situations and how they relate to achieving targeted business outcomes
• Ability to estimate the financial impact of technology alternatives
• Ability to apply multiple technical solutions to enable future-state business capabilities that, in turn, drive targeted business outcomes

Working Conditions and Physical Requirements

The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, retail stores, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.

The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; using a keyboard, driving an automobile, etc. No special physical demands are required to perform the work.

Benefits

We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, or disability.