100% TELECOMMUTE
Possibility of temp to hire
Description: As an IT Operations Excellence Analyst, you will be instrumental in supporting our IT operations, including application support, cloud services, and on-premises services. You will play a critical role in ensuring the smooth operation of our business processes by tracking incident resolutions, root cause analysis (RCA), remediation tasks, and reporting operational metrics. Your role will involve diving deeper into understanding their root causes and collaborating with service managers in implementing measures to prevent future occurrences. Your expertise will ensure seamless communication, efficient status updates, and meticulous tracking of operational metrics.
location: Spring, Texas
job type: Contract
salary: $50 - 60 per hour
work hours: 8am to 5pm
education: No Degree Required
responsibilities:
Key Responsibilities:
- Comprehensive IT Support: Provide expert support for applications, cloud services, and on-premises services, ensuring all systems operate smoothly and efficiently.
- Incident Resolution Tracking: Monitor and track the progress of incident resolutions, ensuring timely and effective communication with relevant stakeholders. Maintain an up-to-date incident log to identify recurring issues and trends.
- Root Cause Analysis (RCA) & Remediation Tasks: Collaborate with cross-functional teams to track RCA closures on time and to implement corrective actions to prevent recurrence. Work closely with IT and other departments to implement necessary changes.
- Incident Analysis and Prevention: Go beyond ticket resolution to understand what happened post-incident. Conduct root cause analysis, develop prevention strategies, and drive continuous improvement initiatives to minimize future risks.
- MMS Stabilization Call Management: Set up and manage MMS stabilization calls, coordinating with relevant stakeholders to address issues, discuss progress, and strategize on future actions.
- Communication and Status Updates: Maintain open lines of communication with all stakeholders. Provide regular status updates and ensure everyone is informed about ongoing and resolved issues.
- Tracking Metrics and Reporting: Develop, monitor, and report on key operational metrics. Use data to provide insights and recommendations to enhance operational effectiveness and drive strategic decisions.
- Continuous Improvement: Proactively identify areas for process improvement and efficiency gains. Participate in the development and implementation of new procedures and best practices.
- Stakeholder Communication: Serve as a liaison between operations and other departments, ensuring clear and effective communication of operational issues and resolutions.
qualifications:
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Extensive experience in IT operations, with a focus on applications, cloud, and on-premises support. Comfortable with Service Now and BI dashboards.
- Strong analytical and problem-solving skills, with a keen eye for detail.
- Excellent communication skills, capable of conveying complex technical information clearly and effectively.
- Proficiency in tracking and analyzing operational metrics.
- Experience in setting up and managing stabilization calls and follow-up processes.
- Ability to work both independently and collaboratively in a dynamic, fast-paced environment.
skills: Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Extensive experience in IT operations, with a focus on applications, cloud, and on-premises support. Comfortable with Service Now and BI dashboards.
- Strong analytical and problem-solving skills, with a keen eye for detail.
- Excellent communication skills, capable of conveying complex technical information clearly and effectively.
- Proficiency in tracking and analyzing operational metrics.
- Experience in setting up and managing stabilization calls and follow-up processes.
- Ability to work both independently and collaboratively in a dynamic, fast-paced environment.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
