ITSM Operations Analyst

$85,280 - $95,680/Yr

eXcell - Chicago, IL

Full-time - Entry Level

Chicago, IL

Merchant Wholesalers, Durable Goods

About the position

The ITSM Operations Analyst will provide operational execution to resolve end user concerns and requests, offering Tier 2 and Tier 3 support services. This role acts as an escalation point for the Service Desk and Tier 1 support, ensuring service levels are met. The analyst will contribute to IT and Business projects related to various services and is responsible for meeting predefined metrics and standards for execution excellence.

Responsibilities

• Resolve and respond to customer issues
• Create technical documentation around new and established processes and procedures
• Effectively apply predefined resolution frameworks and specialized IT system tools to resolve customer issues
• Manage asset inventory in compliance with defined asset management processes
• Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concerns
• Engage in project assignments, defining and leading project tasks to ensure adherence to budget, schedule, and scope
• Maintain, monitor, and administer related computing environments
• Participate in the evaluation, design, and implementation of new systems
• Contribute to ITSM Knowledge Base
• Continuously seek to improve operations
• Assist in attaining overall and team-level performance measures and goals
• Meet assigned project deadlines in an agile environment
• Be available after hours for critical issue resolution

Requirements

• Minimum 3 to 5+ years of experience in end user support
• Bachelor's Degree in Computer Science, Engineering, or related discipline with an IT focus preferred
• ITIL v4 Foundations certification
• Microsoft Certifications or working toward them
• Cisco Certifications
• Experience with Active Directory, Service Now (SNOW), Microsoft SQL

Benefits

• 401(k)
• AD&D insurance
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Paid Time Off Plan
• Paid Holiday
• Paid Sick Leave plan