Client Operations Analyst (IT)

Impact Networking - Madison, WI

Full-time - Entry Level

Madison, WI

Merchant Wholesalers, Durable Goods

About the position

The Client Operations Analyst (IT) at Impact Networking plays a crucial role in ensuring World Class Service delivery across various industries. This position involves analyzing, optimizing, and monitoring service delivery processes to meet customer expectations and operational goals. The analyst collaborates with the Managed IT Service Delivery team to investigate service tickets and escalations, ensuring effective support for clients.

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 update client onboarding documentation.
• Evaluate Executive Summary recommendations with Technical Account Managers and Virtual CIOs.
• Analyze client ticketing data and report 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

• 1 year of experience in process improvement or analytics reporting roles.
• Familiarity with Microsoft Office 365 Productivity Suite.
• Basic technical understanding of Microsoft and/or Apple Operating Systems.
• Basic understanding of networking and mobile operating systems (iOS, Android, Windows).
• Strong written and verbal communication skills.
• Attention to detail and strong organizational skills.

Nice-to-haves

• Business + Technology degree preferred in Management Information Systems, Technology Management, Business Information Systems, or Business Analytics.
• Experience as a Technical Support Specialist or Service Delivery Analyst.

Benefits

• Paid parental leave
• Paid holidays
• Disability insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Vision insurance
• 401(k) matching