What are the responsibilities and job description for the Command Center Analyst position at Berkley Technology Services?
Company Details
Company URL: https://www.berkleytechnologyservices.com/
Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60 operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.
Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand, but proactively plan for the “ What’s Next ” in our industry and beyond.
With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.
Berkley Technology Services: Right Team, Right Technology, Simple and Secure.
Responsibilities
The Command Center Analyst is a frontline operations role responsible for monitoring the health and performance of Berkley’s enterprise IT environment in a 24x7x365 setting. This includes first-level triage of automation workflows, network infrastructure, backup and recovery systems, and core IT services. Analysts are expected to resolve incidents independently or escalate to appropriate teams, ensuring timely restoration and high-quality communication throughout. Tools used by this role will include monitoring applications, automation suites, network provisioning consoles, remote access tools, general productivity suites, and communication tools (such as Jabber, WebEx, Teams, etc.). This position requires knowledge of IT ticket management practices, the SDLC, change management, and IT security awareness while employing a customer service approach.
Company URL: https://www.berkleytechnologyservices.com/
Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60 operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.
Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand, but proactively plan for the “ What’s Next ” in our industry and beyond.
With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.
Berkley Technology Services: Right Team, Right Technology, Simple and Secure.
Responsibilities
The Command Center Analyst is a frontline operations role responsible for monitoring the health and performance of Berkley’s enterprise IT environment in a 24x7x365 setting. This includes first-level triage of automation workflows, network infrastructure, backup and recovery systems, and core IT services. Analysts are expected to resolve incidents independently or escalate to appropriate teams, ensuring timely restoration and high-quality communication throughout. Tools used by this role will include monitoring applications, automation suites, network provisioning consoles, remote access tools, general productivity suites, and communication tools (such as Jabber, WebEx, Teams, etc.). This position requires knowledge of IT ticket management practices, the SDLC, change management, and IT security awareness while employing a customer service approach.
- Deliver support across: Workflow Management, Network Operations Center (NOC), Infrastructure
- Monitor and maintain enterprise systems and services using observability platforms such as SolarWinds, Grafana, and Sentinel.
- Provide real-time systems monitoring, incident handling, and troubleshooting across complex technical environments.
- Intermediate OS-level administration (Windows/Linux).
- Application Support: Problem and error identification, escalation.
- Perform user administration tasks (Add/Delete/Modify) on Windows and Linux systems.
- Support backup and recovery operations and contribute to data protection efforts.
- Execute data center tasks including walk-throughs, physical access monitoring, and security checks.
- Create and maintain IT documentation for procedures and technical environments.
- Demonstrate ability to self-train on emerging technologies and tools.
- Collaborate effectively with peers, SMEs, and cross-functional teams.
- Communicate clearly using modern collaboration platforms such as Microsoft Teams (including Teams Calling), WebEx, and Jabber.
- Apply critical thinking, time management, and technical acumen to resolve issues efficiently.
- Maintain a customer service-oriented approach in all interactions.
- 3 years of experience in IT operations or technical support.
- Familiarity with IT ticketing systems, incident management, and change management processes.
- Working knowledge of the Software Development Lifecycle (SDLC) and IT security best practices.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Bachelors Degree in Computer Science, Information Technology, Information Systems, or a related discipline. Equivalent experience and/or alternative qualifications will be considered.
- Action Oriented
- Active Learning
- Critical Thinking
- Flexibility
- Personal Ownership
- Technically Astute