What are the responsibilities and job description for the IT Operations Analyst position at Intelliswift Software Inc?
Job Description
CORE DUTIES:
Analyze and document functional requirements, existing and new policies, processes, procedures and operational methods to consider possible improvements to new and existing systems.
Utilize elicitation techniques to understand business processes and translate into system requirements and/or development of systems solutions.
Facilitate and coordinate conversations and efforts involving diverse teams
Author content and coordinate with the relevant escalation/incident contacts to provide timely incident status updates to impacted parties, partner teams, leadership and stakeholders.
Track and report the performance of operations by collecting and monitoring metrics and ensuring that performance aligns with defined business targets or SLAs. Observe trends that could inform opportunities for process improvement
Provide operational reports to identify and categorize issues contributing to user dissatisfaction with services
May develop instructional materials, training and job aids.
Requirements:Bachelor's degree and three years relevant experience or a combination of education and relevant experience.
1. Some operational experience or mix of operations and IT Operations (experience with operations involving telephony or networking would be the ideal candidate)
2. ServiceNow experience would be a plus
3. Experience with documenting processes and workflows
Salary : $38 - $40
