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Operations Analyst Level 2 in Madison, WI at CRS Group

Date Posted: 2/13/2018

Job Snapshot

Job Description

Operations Analyst Level 2
Duration: 6 month contract
Location: Madison, WI
Overview: The CRS Group is currently looking for a Operations Analyst Level 2 for one of our clients in the Madison area. The CRS Group is a nationwide Staffing Firm who works primarily with Fortune 500 and Fortune 1000 corporations.
Duties and Responsibilities:
  • Understand and Deliver Managed Service offerings as outlined in the Service Descriptions and Service Catalog
  • Understand and follow the processes and procedures defined in the ManS Standard Operating Procedures manual (SOP)
  • Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients
  • Provide detailed and effective communication to internal and external customers
  • Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person
  • Provide 24 X 7 support to critical systems and ensure availability objectives are met
  • Provide alert response as well as email and telephone technical support for data center and managed services clients
  • Take ownership of the incident/request and drive it to resolution 
  • Document and track troubleshooting steps, incident solutions and support requests 
  • Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution 
  • Guide and mentor less experienced teammates by providing technical support, training, and direction 
  • Document and record time
  • As a Operations Analyst II provide Intermediate technical services with some supervision from Supervisors, Team Leads, and Technology Owners 
  • Ability to follow through with tasks, projects, troubleshooting with some supervision
  • Handles several tasks simultaneously (ie: troubleshoots and develops internal network, responds to emergencies)
  • Communicates with Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes)
  • Responds to all customers professionally and courteously and relays any customer questions or concerns to manager
  • Demonstrates and actively promotes an understanding and commitment to the mission through performing behaviors consistent
  • Assist in creating and documenting policies and procedures
  • Understand SLAs in a production environment and proactively strive to meet the commitments
  • Provide support to Service Account Managers, Situation Managers, Project Managers and product developers
  • Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog
  • Supports and conducts self in a manner consistent with customer service expectations

Minimum Qualifications:
  • Minimum 1 year of technical experience
  • BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable
  • Associate’s degree in a computer-related field, plus one year of experience in a relevant technical role, OR 
  • If no post secondary degree, a minimum 2 years in a technical support or systems administration role maintaining high service levels in a demanding environment 

Other Required Qualifications:
  • Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels
  • Ability to establish customer trust and confidence in the Managed Services knowledge of and concern for customers business needs
  • History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines
  • Critical attention to detail and solid creative problem solving skills
  • Ability to perform intermediate root cause analysis
  • Strong organizational, analytical, and problem solving skills
  • Customer Service focused and a high level of professionalism
  • Ability to consistently follow policies and procedures
  • Strong communication and documentation skills
  • Excellence verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, in including senior leadership
  • Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment
  • Must know when to ask for assistance
  • Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment
  • Must have good time management skills and be able to meet rigid and urgent assignment schedules

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Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.