IT Controls and Operations Analyst

$122,720 - $122,720/Yr

Zenith Services - East Peoria, IL

Full-time

East Peoria, IL

Professional, Scientific, and Technical Services

About the position

The IT Controls and Operations Analyst will be responsible for overseeing technical operations, vendor management, and strategic coordination related to IT controls and application support. This role serves as a liaison and coordination contact with the Disaster Recovery (DR) team, ensuring effective communication and application of yearly updates for various A2A products including ACE, Denodo, DataPower, ODM, QLIK, and MQ. The analyst will have exposure to both technical aspects and vendor management, requiring a comprehensive understanding of budget coordination and spend entry processes in systems such as FR3, Guided Buy, and Coupa. The position demands monitoring of spend progress for the division and coordination with the procurement team to create an efficient and transparent process for spend management. In addition to budget oversight, the analyst will provide general support with a customer focus, ensuring prompt engagement for all issues, particularly high-severity incidents (Sev2/Sev1). The role includes overseeing the software upgrade process, ensuring effective communication regarding disruptions, and maintaining awareness of A2A business applications to guarantee their availability. The analyst will monitor various support processes, including problem ticket monitoring for high-impact problems, change ticket monitoring for well-formed entries, and incident ticket monitoring for significant incidents. The position also involves seeking process improvement opportunities, automation possibilities, and self-service options to enhance operational efficiency. The ideal candidate will possess excellent communication skills, be an independent worker, and demonstrate accountability while being a team player. A Bachelor's degree with at least 8 years of experience in a technical capacity is required, or a Master's degree with at least 5 years of relevant experience. This role is projected to start on July 22, 2024, and end on July 21, 2025, with the client company being Caterpillar Inc. / AGS / IQ Navigator.

Responsibilities

• Oversight of technical operations and vendor management.
• Serve as a liaison and coordination contact with the DR team.
• Communicate and apply yearly updates for A2A products.
• Understand and execute spend entry processes in FR3, Guided Buy, and Coupa.
• Monitor spend progress for the division and coordinate with the procurement team.
• Create efficient and transparent processes for spend coordination.
• Provide general support oversight with a focus on availability communications.
• Oversee the software upgrade process and manage disruption communications.
• Maintain awareness of A2A business applications and their availability requirements.
• Monitor processes for operational vendor team engagement.
• Learn all ticket content for various support issues and monitor problem tickets for high impact problems.
• Oversee change ticket monitoring and ensure customer communication and engagement.
• Monitor incident tickets for high impact incidents and support process oversight.
• Seek process improvement, automation, and self-service opportunities.

Requirements

• Bachelor's Degree with at least 8 years of experience in a technical capacity.
• Master's degree with at least 5 years of experience in a technical capacity.
• Excellent communication skills.
• Ability to work independently and as part of a team.
• Strong self-accountability.