Experienced IT Operations Analyst – Web & Cloud Application Development

Join arenaflex, a leading private organization, in a dynamic and fast-paced environment where you will be surrounded by committed and highly skilled professionals. We are embarking on a massive digital transformation and need colleagues like you to help us grow to the next level.

About arenaflex

arenaflex is a company that values its employees and has been recognized for its generosity and community involvement. Our employees and members are at the forefront of everything we do. arenaflex is known for its liberality and community administration and has won numerous awards for its philanthropy. The organization partners with its employees to play an active role in giving back by supporting various opportunities to help others.

About the Role

We are seeking an experienced IT Operations Analyst to join our team. The IT Operations Analyst will be responsible for defining, capturing, and approving IT requirements and other artifacts to ensure proper stakeholders. This role will also create key team expectations and dashboards, reports and manages risks, issues, assumptions, and constraints affecting operational support efforts.

Key Responsibilities

- Define, capture, and approve IT requirements and other artifacts to ensure proper stakeholders. - Create key team expectations and dashboards. - Reports and manages risks, issues, assumptions, and constraints affecting operational support efforts. - Creates and arranges legal/compliance, operational controls, and related metrics to measure success. - Creates and implements guidelines, processes, and procedures for new technology solutions; ensures newer solutions won't negatively impact current support responsibilities. - Manages the incident and issue management cycle and colleagues involved in resolving the incident and issue. - Answers a reported incident and starts the incident management process. - Remedies the deviation of the current incident management process. - Acts as the resource for every significant incident. - Analyzes internal IT client requirements and needs while initiating operational support and delivery efforts. - Participates in regular reviews for solutions, planning, and delivery capabilities. - Ensures incidents that are not immediately resolved are properly raised by defined service level agreements (SLAs). - Drives to key performance indicators (KPIs); improving metrics and services to our members and partners. - Recognizes and reports incident and issue patterns and progress. - Ensures ideal, clear communication regarding high-priority issues with the proper stakeholders. - Works closely with the incident owner to ensure incident escalation processes are in accordance with the overall incident management processes. - Oversees and tracks provider performance; use approved contractual terms for accountability. - Creates and directs presentations as needed. - Addresses the initial phase of acceleration for incidents. - Screens and examines the incidents reported to ensure that SLAs are met, RCAs are prepared, and preventive actions are established. - Recognizes, initiates, schedules, and conducts incident audits. - Ensures clients and management are informed about the incidents' status at regular intervals. - Ensures the conclusion of all resolved and end clients confirmed the incident records. - Establishes continuous cycle execution, practices, roles, and responsibilities, and procedures are audited and improved as necessary. - Collaborates with issue management to ensure effective transfer of incidents into issue investigations. - Ensures RCA is prepared and schedules RCA reviews with the teams worked on the incident. - Records all details and timeline of key components during incident management span calls. - Continuously pursues service improvement activities. - Creates, maintains, and reports SLA and KPIs. - Identifies and reports incident patterns and progress. - Ensures the team and other partners in the call understand the business impact. - Collaborates with fitting business and IT partners to determine root cause and issue ID, and as necessary, improvement identification for future development work. - Supports Web-based business releases for both pre-and post-release activities.

Requirements

- Exceptional verbal and written communication skills. Ability to create accurate, concise communication. Ability to create and direct presentations. - Strong demonstrated interpersonal skills and able to work well with individuals at all levels. - Ability to lead monthly meetings with partners to drive increased availability in identified trends. - Meticulous and strong analytical skills, with the ability to investigate what is happening for potential future issues. - Coordinated and meticulous, with a commitment to see everything through to completion. - Mentally curious nature with the ability to be open to differing opinions. - Mindful, scrupulous, and have an enthusiasm for excellence – positive “can do” attitude. - Imaginative, inventive, and very responsive in regard to improving quality and ways in which it can be accessed to the next level. - Extremely responsive and available to help business needs, flexing as necessary. - Strong understanding of corporate IT policies, procedures, and standards.

Nice to Have

- Knowledge of ServiceNow. - Experience with measurable analysis and reporting. - Knowledge of various arenaflex business areas from an IT perspective. - Knowledge of the Service Desk or Call Center business processes. - IT Service Management Library (ITIL) V3 Foundation certification. - Related knowledge with the IT Service Management software.

Work Environment and Culture

arenaflex is a dynamic and fast-paced environment where you will be surrounded by committed and highly skilled professionals. We are embarking on a massive digital transformation and need colleagues like you to help us grow to the next level. Our culture is one of innovation and learning, with a start-up mindset and a customer-driven approach for our members and employees.

Compensation and Benefits

arenaflex offers a competitive salary range of $20-$30/hour, as well as a comprehensive benefits package, including health insurance, retirement plan, and paid time off.

How to Apply

If you are a motivated and experienced IT Operations Analyst looking for a new challenge, please submit your application through our website. We look forward to hearing from you!

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