Introduction to arenaflex
arenaflex is a renowned organization that values its employees and prioritizes their growth and development. Our company culture is built on the principles of generosity, community service, and excellence. We have been recognized by various publishers, including Bloomberg and Forbes, for our exceptional work environment and commitment to giving back to the community. At arenaflex, we believe that our employees and members come first, and we strive to create a positive impact on the lives of those we serve.
Join the arenaflex Team
We are excited to announce an opportunity to join our dynamic and fast-paced team at arenaflex Computerized, a part of the arenaflex Discount IT family. As a leader in the industry, we are embarking on a significant digital transformation journey, and we need talented individuals like you to help us drive this change. Our Digital team is revolutionizing the way we deliver solutions and interact with our members across our Mobile, Business, and Order Management platforms. We foster a culture of innovation, learning, and customer-centricity, and we are looking for skilled professionals to join our team and contribute to our mission.
Job Summary
The IT Operations Analyst is a critical role that involves coordinating, escalating, communicating, and resolving high-priority e-commerce incidents/issues, as well as identifying trends, defining metrics, and implementing efforts to minimize service disruptions. The successful candidate will define processes and metrics to refine current and future state e-business operations support processes. This role will also own the effective end-to-end tracking and resolution of incidents, including managing resolution action plans, measuring service targets, and escalating incidents as required when resolution targets are missed.
Key Responsibilities
- Defines, captures, and validates IT requirements and other artifacts to ensure proper alignment with stakeholders
- Creates key team expectations and dashboards to measure performance
- Reports and manages risks, issues, assumptions, and dependencies affecting operational support efforts
- Develops and implements compliance, operational controls, and related metrics to measure success
- Creates and implements guidelines, processes, and procedures for new technology solutions, ensuring that new solutions do not negatively impact existing support responsibilities
- Manages the incident and problem management cycle and collaborates with team members to resolve incidents and problems
- Responds to reported incidents and initiates the incident management process
- Remediates deviations from the current incident management process
- Serves as the primary point of contact for significant incidents
- Analyzes internal IT customer needs and requirements while initiating operational support and delivery efforts
- Participates in periodic reviews for planning, delivery, and capability functions
- Ensures incidents that are not promptly resolved are properly escalated according to defined service level agreements (SLAs)
- Drives key performance indicators (KPIs) to improve metrics and services to our members and stakeholders
- Identifies and reports incident and problem trends and progress
- Ensures timely, clear communication regarding high-priority issues with relevant stakeholders
- Collaborates with the incident owner to ensure incident escalation processes are in accordance with overall incident management processes
- Manages and tracks vendor performance, using approved contractual terms for accountability
- Creates and presents reports as needed
- Serves as the primary point of escalation for incidents
- Monitors and analyzes incidents to ensure that SLAs are respected, root cause analyses (RCAs) are prepared, and preventive actions are implemented
- Identifies, initiates, schedules, and conducts incident reviews
- Ensures customers and leadership are informed about incident status at regular intervals
- Ensures the closure of all resolved and end-user-confirmed incident records
- Continuously reviews and improves process execution, lessons learned, roles, and responsibilities, and procedures
- Collaborates with problem management to ensure effective transition of incidents into problem investigations
- Ensures RCA is prepared and schedules RCA reviews with the teams that worked on the incident
- Documents all details and timelines of key elements during incident management span calls
- Participates in continuous service improvement activities
- Creates, maintains, and reports SLA and KPI metrics
- Identifies and reports incident trends and progress
- Ensures the team and other stakeholders in the call understand the business impact
- Collaborates with relevant business and IT stakeholders to determine root cause and issue identification, and as appropriate, improvement identification for future development work
- Supports e-commerce releases for both pre- and post-release activities
Essential Qualifications
- Graduate degree in a relevant field
- Exceptional verbal and written communication skills, with the ability to create accurate, concise communication and present reports
- Strong proven interpersonal skills, with the ability to work well with individuals at all levels
- Ability to lead monthly meetings with stakeholders to drive increased availability in identified trends
- Meticulous and strong problem-solving skills, with the ability to analyze situations for potential future issues
- Organized and detail-oriented, with a commitment to seeing tasks through to completion
- Curious and open-minded, with the ability to be receptive to diverse opinions
- Aware, diligent, and passionate about excellence, with a positive "can-do" attitude
- Creative, innovative, and highly responsive in regards to support quality and ways in which it can be taken to the next level
- Highly responsive and available to support business needs, flexing as needed
- Good understanding of corporate IT policies, procedures, and standards
Preferred Qualifications
- Knowledge of ServiceNow
- Experience with statistical analysis and reporting
- Knowledge of multiple arenaflex business areas from an IT perspective
- Understanding of the Service Desk or Call Center business processes
- IT Infrastructure Library (ITIL) V3 Foundation certification
- Related experience with IT Service Management software
Career Growth and Development
At arenaflex, we are committed to the growth and development of our employees. We offer a range of training and development programs, including mentorship, coaching, and formal training, to help our employees build new skills and advance their careers. Our goal is to create a positive and supportive work environment that encourages innovation, creativity, and excellence.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced organization that values its employees and prioritizes their well-being. We offer a range of benefits, including competitive pay, comprehensive health insurance, and a generous retirement plan. Our company culture is built on the principles of respect, inclusivity, and teamwork, and we strive to create a positive and supportive work environment that encourages collaboration and innovation.
Compensation and Benefits
We offer a competitive salary range of $20-$30 per hour, depending on experience. Our benefits package includes comprehensive health insurance, a generous retirement plan, and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and professional development opportunities.
Conclusion
If you are a motivated and talented individual who is passionate about digital transformation and e-commerce support, we encourage you to apply for this exciting opportunity to join the arenaflex team. As an IT Operations Analyst, you will play a critical role in driving our digital transformation journey and delivering exceptional support to our members and stakeholders. Don't miss out on this chance to join a dynamic and innovative organization that values its employees and prioritizes their growth and development. Apply now to take your career to the next level!
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