CDW · 14 hours ago
Operations Analyst - Managed Services - IBMi - Nights
United States
Full-time
Remote
New Grad, Entry Level
$24.39/hr - $38.93/hr
0+ years expCDW is a leading multi-brand provider of information technology solutions. The Operations Analyst will perform technical tasks related to the operation and monitoring of assigned technologies for the managed services customer base, ensuring efficient service delivery and communication with stakeholders.
AnalyticsArtificial Intelligence (AI)Cyber SecurityGraphic DesignHardwareInformation TechnologySoftware
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 understanding 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 stakeholders 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 workflows, coverage model changes and implementation of new tools and technology
Qualification
Required
Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program
2 years college coursework in a technical field, at least 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program
2 years total Information Technology experience, to include 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program
The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays and overtime
Experience with one or more of the following technologies: IBM Power i (System i) systems and associated peripheral hardware and software
Demonstrated ability in the following: Accountability and result oriented
Attention to detail
Collaborating 360 degrees
Adaptability and flexibility in dealing with people and unexpected situations
Multi-tasking and working under minimal supervision
Proficient verbal and written communication skills
Excellent customer service skills
Establishing positive working relationships and working as a team player
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)
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
Preferred
Experience in a managed services environment, a plus
Company
CDW
At CDW, we know how to make technology work so people can do great things.
10001+ employees
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)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (59)
2024 (49)
2023 (37)
2022 (86)
2021 (44)
2020 (19)
Funding
Current Stage
Public CompanyTotal Funding
$58.74M2015-08-01Post Ipo Equity· $58.74M
2013-06-27IPO
2008-07-31Series Unknown
Leadership Team
Christine Leahy
President & CEO
Sanjay Sood
Chief Technology Officer
Recent News
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2025-12-24
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