Experienced IT Operations Analyst – Web & Cloud Application Development
Join arenaflex, a dynamic and innovative company, as we embark on a significant digital transformation journey. arenaflex is renowned for its commitment to its employees and the community, with a culture that values progress, learning, and client-driven approaches. We are seeking a skilled IT Operations Analyst to join our team and contribute to the development of our cutting-edge digital retail environment.
About arenaflex
arenaflex is a leading private organization that has revolutionized the retail industry with its unique approach to business. Our company culture is built on the principles of generosity, community involvement, and employee empowerment. arenaflex has been recognized for its philanthropic efforts and has received numerous awards for its commitment to social responsibility.
About the Role
As an IT Operations Analyst at arenaflex, you will be responsible for defining, capturing, and approving IT requirements and other artifacts to ensure accurate communication with stakeholders. You will create key team expectations and dashboards, report and manage risks, issues, assumptions, and dependencies affecting operational support efforts. Additionally, you will develop and implement legal/compliance, operational controls, and related metrics to measure success.
Key Responsibilities
- Define, capture, and approve IT requirements and other artifacts to ensure accurate communication with stakeholders. - Create key team expectations and dashboards. - Report and manage risks, issues, assumptions, and dependencies affecting operational support efforts. - Develop and implement legal/compliance, operational controls, and related metrics to measure success. - Manage the incident and issue management cycle and collaborate with teams involved in resolving the incident and issue. - Analyze and resolve incidents and issues in a timely manner, ensuring minimal business impact. - Develop and maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). - Identify and report incident and issue patterns and trends. - Ensure clear and timely communication regarding high-priority issues with relevant stakeholders. - Collaborate with the incident owner to ensure incident escalation processes are in accordance with overall incident management processes. - Manage and track provider performance, using approved contractual terms for accountability. - Develop and deliver presentations as required. - Identify, schedule, and conduct incident reviews. - Ensure clients and leadership are informed about incident status at regular intervals. - Ensure the closure of all resolved and end-client-confirmed incident records. - Establish continuous cycle execution, activities, roles, and responsibilities, and strategies are audited and improved as necessary. - Collaborate with issue management to ensure effective transfer of incidents into issue investigations. - Ensure Root Cause Analysis (RCA) is completed and schedule RCA reviews with teams worked on the incident. - Record all details and timeline of key components during incident management span calls. - Continuously improve service delivery through ongoing service improvement activities. - Develop, maintain, and report SLAs and KPIs. - Identify and report incident patterns and trends. - Ensure the team and other partners in the call understand the business impact. - Collaborate with relevant business and IT partners to determine root cause and issue ID, and as necessary, improvement identification for future development work. - Support Web-based business releases for both pre- and post-release activities.
Requirements
- Excellent verbal and written communication skills, with the ability to create accurate, concise communication. - Strong demonstrated interpersonal skills and ability to work well with individuals at all levels. - Ability to lead monthly meetings with partners to drive increased availability in identified patterns. - Meticulous and strong analytical skills, with the ability to investigate what is happening for potential future issues. - Coordinated and careful, 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 greatness positive can-do attitude. - Imaginative, inventive, and very responsive in regard to support quality and ways in which it can be taken to the next level. - Extremely responsive and available to help business needs, flexing as necessary. - Strong understanding of corporate IT policies, processes, and standards.
Desirable Skills
- Knowledge of ServiceNow. - Experience with analytical examination and reporting. - Knowledge of various Costco business areas from an IT perspective. - Knowledge of the Service Desk or Call Center business processes. - ITIL V3 Foundation certification. - Related knowledge with IT Service Management software.
Work Environment and Culture
arenaflex offers a dynamic and innovative work environment, with a culture that values progress, learning, and client-driven approaches. Our team is committed to delivering exceptional service and supporting the growth and development of our employees. We offer a range of benefits and perks, including competitive compensation, comprehensive health insurance, and opportunities for professional growth and development.
Compensation and Benefits
arenaflex offers a competitive salary range of $20-$30/hour, depending on experience. We also offer a range of benefits, including comprehensive health insurance, paid time off, and opportunities for professional growth and development.
How to Apply
If you are a motivated and experienced IT Operations Analyst looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job