ITSM Operations Analyst

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Job description

Take your career to the next level with eXcell . We offer jobs with Fortune 1000 companies nationwide AND invest in your career development using our leading-edge training program.

Our client is currently seeking an ITSM Operations Analyst to join their team onsite in Chicago, IL. This position will be through till the end of the year in duration. This is a 12-month Contract to Hire opportunity.

This analyst will provide operational execution resolving end user concerns and requests. This role will provide Tier 2 and Tier 3 support services and act as an escalation point for the Service Desk and Tier 1 support while ensuring that service levels are achieved. This role will be responsible for contributing to and leadership for IT and Business projects as related to services such as Collaboration, Network, Endpoints, Software, and team initiatives. The ITSM Operations Analyst is responsible for meeting and exceeding pre-defined metrics / benchmarks and that standards and processes are followed to provide execution excellence. The role will require interactions with business end users, relationship managers, project managers and global IT teams. This role may work on assignments that are complex in nature and require judgment, initiative, and communication to resolve problems and / or develop recommended solutions with minimal supervision.

Duties and Responsibilities:

• Resolve and respond to customer issues

• Create technical documentation around new and established processes and procedures

• Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools with the application of appropriate IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues

• Responsible for the management of asset inventory in compliance with defined asset management processes

• Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues

• Actively engage in project assignments including defining and leading project tasks and / or work packages to ensure adherence to budget, schedule, and scope of project

• Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools

• Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations

• Contribute to ITSM Knowledge Base

• Seek to continuously improve operations

• Perform at a level that assists in attaining overall and team-level performance measures and goals

• Consistently meet assigned project deadlines in an agile and rapidly moving environment

• Be available after hours for critical issue resolution

Skills and Qualifications:

• 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
  

$41.00 - $46.00 per hour

Full COVID-19 vaccination may be required.

We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. eXcell Supports Equal Employment Opportunity eXcell , a division of CompuCom Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit .

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