Client Operations Analyst (IT)

Impact Networking - Green Bay, WI

Full-time - Entry Level

Green Bay, WI

Merchant Wholesalers, Durable Goods

About the position

The Client Operations Analyst (IT) at Impact Networking is responsible for analyzing, optimizing, and monitoring service delivery processes to ensure exceptional customer service across various industries. This role involves collaboration with the Managed IT Service Delivery team to investigate service tickets and escalations, ensuring that customer expectations are met while achieving operational goals.

Responsibilities

• Analyze and optimize service delivery processes and systems.
• Monitor performance metrics and report on service delivery effectiveness.
• Review and maintain IT Glue documentation for ticket escalations.
• Collaborate with the Program Management Office to ensure client onboarding documentation is current.
• Evaluate Executive Summary recommendations with Technical Account Managers and Virtual CIOs.
• Analyze client ticketing data and report on key metrics.
• Create PowerPoint presentations and documentation for Periodic Business Reviews (PBR).
• Assist in note-taking and follow-up during PBR meetings.
• Maintain and improve administrative processes within the Virtual CIO Program.

Requirements

• Bachelor's degree in Business or Technology preferred (Management Information Systems, Technology Management, Business Information Systems, Business Analytics, or similar).
• 1 year of experience in process improvement or analytics reporting roles (e.g., Business Analyst, Data Analyst, Technical Support Specialist).
• General IT knowledge including familiarity with Microsoft Office 365 and basic technical understanding of Microsoft and Apple Operating Systems.
• Basic understanding of networking and mobile operating systems (iOS, Android, Windows).
• Ability to work independently and as part of a team.
• Strong written and verbal communication skills.
• Attention to detail and strong organizational skills.

Nice-to-haves

• Experience with IT service desk operations.
• Familiarity with mobile device management (MDM) solutions.

Benefits

• 20 days of PTO
• 12+ paid holidays
• Flexible Sick Day Policy
• Paid Parental Leave
• Comprehensive Health, Disability, Life, Dental and Vision Plans
• 401(K) discretionary match & retirement plans
• Continued education reimbursement
• On-going training & development opportunities