200+ applicants

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Company

Original Job Post

CDW · 1 week ago

Operations Analyst - iSeries

United States

Full-time

Remote

Entry, Mid Level

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Responsibilities

Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.

Delivers services within defined SLAs and security/compliance requirements

Completes/ensures completion of daily operational documentation and transfers knowledge to next shift

Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate

Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately

Ensures issues are communicated to customers in a timely and effective manner

Interfaces with customers, various managed services staff personnel, and third party vendors to resolve issues

Study, interpret, and develop a thorough understandings of incidents, problems and opportunities through systematic analysis

Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement

Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented

Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions

Partner with the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes.

Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making.

Hold self and others accountable for quality & timeliness of work products.

Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner.

Ensure understanding, listen to concerns, and relay team feedback to management.

Constructively communicate process improvement opportunities such as, but not limited to: customer support documentation, support work flows, coverage model changes, and implementation of new tools and technology

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Monitoring applicationsHelp desk applicationsMicrosoft OfficeInformation Technology work experienceIBM Power i systemsCollaborationAccountabilityAdaptabilityAttention to detailMulti-taskingVerbal communicationWritten communicationCustomer servicePositive working relationshipsTeam playerManaged Services

Required

Proven ability to collaborate 360 degrees

Demonstrated sense of accountability and ability to produce results

Demonstrated adaptability; able to be flexible in dealing with people and unexpected situations

Proven attention to detail

Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar

Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar

Demonstrated ability to multi-task

Demonstrated ability to work under minimal supervision

Demonstrated verbal and written communication skills

Demonstrated customer service skills

Demonstrated ability to establish positive working relationships and work as a team player

Demonstrated skills in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)

At least six (6) months of Information Technology work experience

Experience with one or more of the following technologies: IBM Power i (System i) systems and associated peripheral hardware and software

Preferred

Experience in a managed services environment

Company

CDW

Glassdoor

3.9

At CDW, our experts partner with you to build IT solutions that don’t just solve problems – they create opportunities.

Founded in 1984

Vernon Hills, Illinois, USA

10,001+ employees

http://cdw.com

H1B Sponsorship

CDW has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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Trends of Total Sponsorships

2023 (20)

2022 (67)

2021 (73)

2020 (14)