Experienced IT Operations Analyst – Web & Cloud Application Development

Join arenaflex, a dynamic and innovative company, as we embark on a significant digital transformation journey. We are seeking an experienced IT Operations Analyst to join our team and contribute to the development of our cutting-edge digital retail environment. As a key member of our IT team, you will play a vital role in shaping the future of arenaflex's digital presence.

About arenaflex

arenaflex is a renowned private organization that values its employees and community. Our commitment to our workers and community is evident in articles from various publications, including Bloomberg and Forbes. We prioritize our employees' well-being and offer a unique work environment that fosters growth and development. arenaflex is known for its generosity and community involvement, having received numerous awards for its philanthropic efforts.

About the Role

As an IT Operations Analyst, you will be responsible for defining, capturing, and approving IT requirements and other artifacts to ensure accurate communication. You will create key team expectations and dashboards, report and manage risks, issues, assumptions, and dependencies affecting operational support efforts. Additionally, you will create 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

• Create key team expectations and dashboards
• Report and manage risks, issues, assumptions, and dependencies affecting operational support efforts
• Create and implement legal/compliance, operational controls, and related metrics to measure success
• Develop and execute guidelines, processes, and procedures for new technology solutions; ensure new solutions do not negatively impact current support responsibilities
• Manage the incident and issue management process and collaborate with team members involved in resolving the incident and issue
• Respond to reported incidents and initiate the incident management process
• Remediate deviations from the current incident management process
• Act as the resource for all significant incidents
• Analyze internal IT client requirements and needs while initiating operational support and delivery efforts
• Participate in regular reviews for service, planning, and delivery capabilities
• Ensure incidents that are not promptly resolved are properly raised by defined service level agreements (SLAs)
• Drive to key performance indicators (KPIs); improve metrics and services to our members and partners
• Identify and report incident and issue patterns and progress
• Ensure ideal, clear communication regarding high-priority issues with the appropriate partners
• Work closely with the incident owner to ensure incident escalation processes are in accordance with the overall incident management processes
• Manage and track provider performance; use approved contractual terms for accountability
• Create and direct presentations as needed
• Address the initial phase of acceleration for incidents
• Screen and examine incidents reported to ensure that SLAs are respected, RCAs are prepared, and preventive actions are established
• Recognize, initiate, schedule, and conduct incident audits
• Ensure clients and management are informed about the incidents' status at regular intervals
• Ensure the conclusion of all settled and end clients confirmed the incident records
• Establish continuous cycle execution, practices, roles, and responsibilities, and procedures are audited and improved as necessary
• Collaborate with issue management to ensure effective transfer of incidents into issue examinations
• Ensure RCA is prepared and schedule RCA reviews with the teams worked on the incident
• Record all details and timeline of key components during incident management span calls
• Attempt continuous service improvement exercises
• Create, maintain, and report SLA and KPIs
• Identify and report incident patterns and progress
• Ensure the team and other partners in the call understand the business impact
• Collaborate with appropriate 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

* 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 expected 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 excellence – positive “can do” attitude
• Imaginative, inventive, and very responsive in regard to service quality and ways in which it can be taken to the next level
• Extremely responsive and available to help business needs, flexing as necessary
• Good understanding of corporate IT policies, procedures, and standards

Nice to Have

* Knowledge of ServiceNow

• Experience with measurable analysis and reporting
• Knowledge of multiple Costco 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 offers a dynamic, fast-paced work environment that fosters growth and development. Our culture is built on a foundation of innovation, collaboration, and customer satisfaction. We are committed to providing a safe and inclusive work environment that encourages creativity, diversity, and teamwork.

Compensation and Benefits

arenaflex offers a competitive salary range of $20-$30/hour, depending on experience. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply

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