IT Service Operations Analyst- 2nd Shift in Seffner, Florida at Rooms To Go

Date Posted: 9/6/2019

Job Snapshot

Job Description

The IT Service Operations Analyst provides direct technical support and customer service for all Rooms To Go end users and external parties accessing the Rooms To Go IT environment. This position requires technical competency to support multiple enterprise operating systems, hardware platforms and software. The Analyst will act as a Level 2 / Level 3 escalation point for the Service Operations team. Focus will be on Event and Security monitoring and resolution, in a Network Security Operations Center.

The Analyst will be part of a team responsible for the Access, Change, Event, Incident, Knowledge, Request and Problem Management functions and will provide operational input for the Rooms To Go ITI team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

RESPONSIBILITIES:

* Pro-actively monitor infrastructure and security events, responding appropriately, utilizing runbooks.

* Drive resolution during high/major Incidents and/or CSIRT events, by troubleshooting, escalating appropriately, recording a timeline and sending notifications.

* Act as second or third tier escalation for the Service Desk Analysts to quickly respond to Network and Security events.

* Perform health checks to ensure the availability of business services.

* Utilize, and participate in the creation of, Knowledge Base articles.

* Provide Request Management by receiving, logging, and managing end users' requests.

* Cover the Service Desk phones during night shift hours. Act as the first point of contact for phone calls, IMs, and emails from all RTG end users and external parties, regarding IT issues and queries.

* Provide excellent customer service by ensuring support services are delivered to meet customer business needs and expectations.

* Respond to the organization's changing business requirements by adapting to changes and procedures as set forth by management.

* Troubleshoot network issues to resolution or escalation, collaborating with other IT and business partners as needed, including vendor escalation.

* Troubleshoot all RTG hardware and device issues to resolution or escalation as needed, including: laptops, desktops, thin clients, tablets, monitors, VoIP phones, battery backups, printers and mobile devices.

* Troubleshoot various 3rd party software and internally developed applications to resolution or escalation.

* Be flexible for schedule changes based on the needs of the business.

* Provide training and mentoring to Level 1 and Level 2 Service Desk Analysts.

* Proactively monitor for trending of potential issues, via the Service Desk ticketing system.

* Assist in assigned project-based tasks.

* Participate in IT meetings, providing leadership when appropriate.

* Participate in the On call rotation schedule.

* Adhere to all established IT Service Desk processes, procedures and standards, following the ITIL-based processes.

KEY OUTPUTS:

* Change Management -- Create and update Change tickets for end users, business partners and vendors. Send associated notifications.

* Event Management -- Create and escalate tickets for identified event alarms of service interruptions.

* Incident Management (SEV1) -- Facilitate service restoration of high-impacting Incidents by leading conference bridges, including paging and sending notifications. Create an event timeline and subsequent Problem ticket.

* Incident Management -- Produce highly accurate, sufficiently detailed Incident tickets.

* Knowledge Base Documentation and Articles - Responsible to maintain, update, create and publish articles.

* Request Management -- Produce highly accurate, sufficiently detailed Request tickets.

* Continual Service Improvement -- Propose improvements to established processes and procedures.

KEY RELATIONSHIPS:

* IT users, staff, and management

* IT business partners and stakeholders.

* IT Infrastructure Service Strategy, Service Transition, IT Security, Project Quality Office, Application Development process owners and Vendors

KEY PERFORMANCE INDICATORS:

* Effective KPIs as agreed by management regarding IT Service Operations and other functions.

DIMENSIONS/SCOPE:

* Act as the centralized point of contact for phone calls, IMs, and emails from all RTG locations and business units regarding IT issues and queries.

* Provide Tier II level end user support.

DECISION-MAKING AUTHORITY:

* Provide independent analysis, problem solving, sound initiative and good judgement in all areas of job requirements.

VALUE-BASED BEHAVIORAL COMPETENCIES:

Integrity:

* Demonstrates commitment to RTG and its customers.

* Maintains consistency and takes personal responsibility for words and actions.

* Acts in compliance with department, company, and industry standards.

* Holds self and others accountable.

* Payment Card Industry Standards.

Performance:

* Demonstrates drive to excel.

* Exhibits mature self-confidence.

* Works independently with minimal supervision.

* Achieves results.

* Meets challenges with resourcefulness.

Progressiveness:

* Demonstrates flexibility and change.

* Demonstrates analytical thinking.

* Exhibits customer service orientation.

* Demonstrates conceptual thinking.

* Generates suggestions for improving work.

Teamwork:

* Exhibits teamwork and collaboration.

* Understands and influences others.

* Communicates effectively.


QUALIFICATIONS

A combination of the experience, education, and training listed below which provides an equivalent background to perform the work of this position.

EXPERIENCE

Two or more (2+) years of professional work experience in IT support or technology team.

* Candidates need to have verifiable expertise with:

o Event Monitoring

o Security Operations

o Incident Management

o IT Service Desk and/or Help Desk processes

o Citrix Environment

o Local Area Networks, TCP/IP, Wireless technology

o Microsoft Office products

o Remote Desktop and VPN for assisting remote users

o Troubleshooting laptops, desktops, tablets, printers, phones, thin client devices, and mobile devices

o VoIP systems

o Windows Desktop OS, Mac OS

* Candidates should be familiar with:

o Change Management -- Creation of tickets, Change Calendar maintenance, notification process

o ITIL Concepts and Terminology

o Request Management

EDUCATION AND TRAINING

* Bachelor's degree in Computer Science or Information Systems, or an equivalent combination of education and 2 years minimum Service Desk or NOC/SOC experience.

* Preferred formal training and/or certification in:

o ITIL v3 Foundation

o Security+

o Network+, or CCNA

PHYSICAL DEMANDS / WORKING CONDITIONS

* Shift hours vary. Job requires working scheduled weekends and holidays.

* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* While performing the essential functions of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl.

* The employee must occasionally lift and/or move up to 20 pounds.

* The employee must be compliant with the Rooms To Go handbook and must follow Rooms To Go policies at all times.

* The employee will be required to be on the phones for the duration of their shift.

* The employee will be required to adhere to the corporate dress code policy.

* This position works in an office, and the noise level in the work environment is usually low to moderate. While performing the duties of this job, the employee is occasionally exposed to toxic or caustic chemicals, i.e. copier toner.

* This position description generally describes the principle functions of the position and the level of knowledge and skills typically required. It does not constitute an employment agreement between the employer and employee, and it is subject to change as the needs of the employer and the requirements of the job change.