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Safelite · 1 day ago

Network Service Analyst

Columbus, OH

Full-time

Onsite

Entry Level

1+ years exp

Safelite is an auto glass company that also focuses on providing a fulfilling career for its employees. The Network Service Analyst will support the global network infrastructure, manage day-to-day operations, and collaborate with internal and external teams to ensure optimal network performance and service availability.

Automotive

Responsibilities

Utilize ServiceNow to diligently monitor the status of incidents and problems, ensuring timely and efficient management of tickets

Conduct daily stand-up meetings with third-party teams to review open incidents, problems, and changes, ensuring proper planning and execution. Coordinate engineers' schedules and appointments at various sites

Swiftly respond to and resolve network-related incidents reported by end-users or monitoring systems. Collaborate with our third-party network services supplier to identify root causes and implement effective solutions for incident resolution

Play a pivotal role in supporting ongoing day-to-day network operations to guarantee continuous service availability and optimal performance

Analyze ticket data to identify problem sites and distinguish between normal and abnormal events. Collaborate with Service Managers and Technical Design Authorities (TDA) to ensure incidents are thoroughly investigated and understood in partnership with the third-party provider

Provide essential data for monthly Global Service Reviews to assess overall network performance and identify areas for improvement

Implement proactive and reactive measures to maintain service continuity and enhance effectiveness

Efficiently escalate network issues that require higher-level attention, ensuring management is promptly informed about any critical situations and their potential consequences

Collaborate with the TDA and third-party providers to develop and maintain network-related documentation and information

Take an active role in the deployment of new network installations, raising change requests in third-party systems, and collaborating with relevant teams to ensure successful implementation and integration of new network solutions

Support the change management process during the planning stage, ensuring smooth transitions and minimizing disruptions

Uphold policies, standards, procedures, and guidelines to maintain a secure and well-structured network environment

Provide on-call support outside regular business hours when necessary to address urgent network issues and maintain high service availability

Ensure all system-related changes adhere to the infrastructure Change Management process

Effectively communicate network-related updates and changes to stakeholders in a clear and understandable manner

Qualification

Network operationsIncident managementServiceNowChange managementCustomer serviceData analysisCollaboration skillsProblem-solving

Required

Bachelor's Degree or equivalent experience required

1-3 years Relevant experience required

Demonstrated commitment to customer satisfaction and a track record of delivering outstanding customer service, especially in high-pressure situations

A strong focus on continuous improvement, constantly seeking opportunities to optimize incident and problem management processes, leading to a reduction in future incidents and increased overall system reliability

Experience in supporting and delivering services within a complex and geographically diverse organizational structure, showcasing adaptability and efficiency in varied environments

Successful collaboration with third-party vendors, effectively utilizing their services to deliver a seamless and efficient service experience

Enthusiasm for exploring data to understand how we can elevate service quality and enhance overall value

Proficiency in coordinating and working with multiple support and resolver groups across a wide range of technologies, demonstrating strong communication and collaboration skills

Experience in managing queues, with a focus on aged and high priority incidents, driving our third party to deliver fast resolution times