ITSM Operations Analyst
Chicago, IL
Onsite
Contract
$32.46/hr - $37.1/hr
Our client is looking for a ITSM Operations Analyst for a 12-month contract in Chicago, IL 60631.
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
Our client is a multibillion-dollar company that provides end-to-end managed services, technology, and consulting to enable the digital workplace for small to enterprise businesses. Join their team to be part of delivering individualized experiences to a diverse range of clients in a collaborative and productive workplace environment.
Contract Duration: 12 months
Required Skills & Experience
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
Our client is a multibillion-dollar company that provides end-to-end managed services, technology, and consulting to enable the digital workplace for small to enterprise businesses. Join their team to be part of delivering individualized experiences to a diverse range of clients in a collaborative and productive workplace environment.
Contract Duration: 12 months
Required Skills & Experience
- 3-5 years of related End User Support experience
- Preferred Education: Bachelors Degree
- Field of Study Preferred: Computer Science, Engineering, or related discipline with an IT focus
- Preferred Training/Certifications: ITIL v4 Foundations; Microsoft Certifications or working toward them; Cisco Certifications or working toward them
- Resolve and respond to customer issues
- Create technical documentation around new and established processes and procedures
- Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools with the application of appropriate IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues
- Responsible for the management of asset inventory in compliance with defined asset management processes
- Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues
- Actively engage in project assignments including defining and leading project tasks and/or work packages to ensure adherence to budget, schedule, and scope of project
- Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools
- Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
- Contribute to ITSM Knowledge Base
- Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers
- Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
- Communicate frequently with Management, working to develop personal skills and abilities
- Seek to continuously improve operations
- Identify and suggest process and system enhancements
- Perform at a level that assists in attaining overall and team-level performance measures and goals
- Stay apprised of service center knowledge and industry best practices
- Investigate and test new technologies related to the position
- Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers by way of projects or issue resolution
- Consistently meet assigned project deadlines in an agile and rapidly moving environment
- Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual
- Be available after hours for critical issue resolution
- Other duties as required
- Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance with service level commitments
- High willingness to drive transformation and service improvement
- Ability to quickly adapt to and from single person to team working environments
- Highly self-motivated and directed
- Attention to detail
- Diverse capability for problem-solving, decision making and sound judgment
- Strong organizational and communications skills
- Highly professional demeanor with the ability to speak confidently, courteously and credibly to
all levels of management. - Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing ones skills and capabilities
- Foster a business focused environment delivering exceptional customer service and
anticipating future customer needs - Effectively examine events, issues and problems and generate optimal solutions in a timely manner
- Leads with a sense of collaboration and work effectively across the organization to achieve goal
- Preferred Computer and Software Skills: Experience with Active Directory, Service Now (SNOW), Microsoft SQL
You will receive the following benefits:
- Medical Insurance - Four medical plans to choose from for you and your family
- Dental & Orthodontia Benefits
- Vision Benefits
- Health Savings Account (HSA)
- Health and Dependent Care Flexible Spending Accounts
- Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
- Hospital Indemnity Insurance
- 401(k) including match with pre and post-tax options
- Paid Sick Time Leave
- Legal and Identity Protection Plans
- Pre-tax Commuter Benefit
- 529 College Saver Plan
Motion Recruitment Partners (MRP) is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.