Experienced IT Operations Analyst – Data Entry and Incident Management

Join arenaflex, a dynamic and innovative company, as we embark on a significant digital transformation journey. As a key member of our IT team, you will play a vital role in shaping the future of our e-commerce platform and ensuring seamless operations. If you're passionate about technology, customer service, and continuous improvement, we invite you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading company in the private sector, renowned for its commitment to its employees and the community. Our culture is built on the principles of mutual respect, open communication, and a passion for excellence. We believe in empowering our employees to take ownership of their work and contribute to the company's growth and success. arenaflex has been recognized for its generosity and community involvement, and we're proud to be part of a team that makes a positive impact.

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 develop and implement guidelines, processes, and metrics for new technology solutions, ensuring they won't negatively impact current support responsibilities.

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
• Develop and implement guidelines, processes, and metrics for new technology solutions
• Manage the incident and issue management process and collaborate with teams involved in resolving incidents and issues
• Analyze and report on incident and issue patterns and trends
• Ensure clear and effective communication regarding high-priority issues with relevant stakeholders
• Work closely with the incident owner to ensure incident escalation processes align with overall incident management processes
• Manage and track provider performance; use approved contractual terms for accountability
• Create and deliver presentations as needed
• Identify, schedule, and conduct incident reviews
• Ensure clients and leadership are informed about the status of incidents at regular intervals
• Ensure the closure of all resolved and end-client-confirmed incident records
• Establish continuous cycle execution, practices, roles, and responsibilities, and processes are audited and improved as necessary
• Collaborate with issue management to ensure effective transfer of incidents into issue investigations
• 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
• Continuously improve service delivery practices
• Develop, maintain, and report on SLA and KPIs
• Identify and report incident patterns and trends
• Ensure the team and other partners in the call understand the business impact
• Partner with relevant business and IT stakeholders to identify 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, 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 stakeholders to drive increased availability in identified patterns
• Meticulous and strong analytical skills, with the ability to investigate what's happening for potential future issues
• Coordinated and careful, with a commitment to see things 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 improving quality and ways in which it can be accessed to the next level
• Extremely responsive and available to support business needs, flexing as necessary
• Strong understanding of corporate IT policies, processes, and standards

Nice to Have

* Knowledge of ServiceNow

• Experience with analytical examination and reporting
• Knowledge of multiple Costco business areas from an IT perspective
• Familiarity with the Service Desk or Call Center business processes
• IT Service Management Library (ITIL) V3 Foundation certification
• Related knowledge with IT Service Management software

What We Offer

* Competitive salary

• Opportunity to work with a dynamic and innovative company
• Collaborative and supportive work environment
• Continuous learning and development opportunities
• Recognition and rewards for outstanding performance
• Comprehensive benefits package

How to Apply

If you're a motivated and results-driven individual who is passionate about technology and customer service, we encourage you to apply for this exciting opportunity. 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