Operations Analyst

Position: Operations Analyst

Department: Operations

Location: This position is based in Norman, OK with hybrid work options. Local candidates to Norman and Oklahoma City, preferred.

Position Summary

The Operations Analyst at OU Education Services plays a critical role in supporting technology and process implementation across the organization. This position ensures the successful delivery of projects and initiatives by facilitating User Acceptance Testing (UAT), capturing and articulating business requirements, and managing the help desk to maintain efficient Jira Service Management operations and timely Service Level Agreement (SLA) ticket resolution. The analyst serves as a key liaison for process optimization and continuous improvement, driving operational excellence in a higher education environment.

Key Responsibilities

• Implement and support technology solutions and process enhancements within OU Education Services
• Coordinate and execute User Acceptance Testing (UAT) to validate project deliverables and facilitate successful initiative rollouts
• Capture, analyze, and articulate business requirements in collaboration with stakeholders and translate them into actionable solutions
• Oversee help desk operations, ensuring efficient management of Jira Service Management and prompt resolution of SLA tickets
• Identify opportunities for process optimization and continuous improvement, acting as a liaison between business units and technical teams
• Support CRM system implementation and post-go-live activities, with a focus on Salesforce platforms
• Maintain documentation and provide reporting on technology projects, help desk metrics, and improvement initiatives
  
  
  
  
  

Required Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or a related field
• Minimum of 3 years’ experience in operations support and technology roles, preferably within higher education
• Demonstrated experience with CRM implementation and post-support; Salesforce certifications preferred
• Proven track record in help desk management and Jira Service Management operations
• Strong understanding of process optimization methodologies and project delivery best practices
  
  
  
  
  

Skills and Competencies

• Excellent technical aptitude and analytical skills
• Effective communication and business requirement documentation abilities
• Strong problem-solving skills and attention to detail
• Ability to work collaboratively with cross-functional teams and stakeholders
• Proficiency in Jira Service Management, Salesforce CRM, and UAT coordination
• Commitment to continuous learning and professional growth
  
  
  
  
  

Reporting Structure

The Operation Analyst reports directly to the Senior Director of Operations and collaborates with project managers, IT teams, business stakeholders, and help desk staff across OU Education Services.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.