Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and
providing expert advice or identifying key contacts to resolve the issue.
Identifies and oversees the creation of alerting & monitoring for the Command-and-Control Center by utilizing applications such as Grafana, Dynatrace, Spotlight, Splunk and other needed tools.
Validates data integrity by reviewing reports; and reviewing statistics and calculations (for example, quarterly presentations, key performance indicator
Ensures basic functions of the department are maintained by providing tools for the management of team key performance indicators (KPIs); developing dashboards and reporting; working with development areas to improve third-party software (for example, Remedy, Aspect, Facility Ordering Replacement System (FORS)); providing feedback to Operations Analysts and programming groups with respect to tools; resolving equipment and software malfunctions through researching new technologies to improve tools used within the area; forecasting future technology changes and identifying potential compatibility issues; and working with Business Analysts to ensure company strategies and goals are implemented.
Performs project management activities by regularly interacting with supervisors, managers, and directors regarding project status, priority setting, and resource allocation; defining project scope; meeting and creating task lists and reviewing those regularly; and ensuring Operations Analysts are prepared for meetings with customers and management through mentoring.
Identifies technical issues and opportunities for improvement and provides resolutions by using tools to research trends; analyzing data; and researching new technologies to improve tools used within the area.
Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.
Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
Preferred Technical Qualifications:
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.Bachelor of Science OR 6 months operations analyst experience
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Call Center, Information Technology, Programming Language - HyperText Markup Language (HTML), Research Analytics, Using intermediate to advanced functionality of Microsoft Excel (for example, pivot tables and basic macros), Using SAP and Ariba to access and review contracts