Operations & Support Analyst

POSITION SUMMARY:

The Operations and Support Analyst is responsible for managing and monitoring system batch jobs to ensure system integrity, stability, and up time. This role also provides technical support to corporate, warehouse and field associates, troubleshooting hardware, software, mobile devices, printers, and other peripherals. As part of the IT Operations and Support team, the analyst enhances productivity by responding to service requests, performing installations and training, and resolving technical issues. The ideal candidate is detail-oriented, quality-driven, and a strong communicator who thrives in a collaborative, support-focused environment. 

POSITION RESPONSIBILITIES:

• Manage and monitor corporate application operational jobs for optimal performance (SAP, SQL, Other system/scheduling tools) and maintain documentation for our corporate operational jobs 
• Monitor operational jobs for application, network and infrastructure services (Office 365, VM host and file level backup, EDR and others) 
• Perform SAP application support including analysis, documentation, system management (jobs, errors, security) and troubleshooting 
• IT support for a variety of technical inquiries and delivering high-quality support to both onsite and remote employees 
• Ability to work multiple concurrent issues using a ticket management system 
• Identify patterns of support requests which may be indicative of systemic issues 
• Clearly communicate and document each support request with detail 
• Manage administrative personnel changes (New Hires, Transfers, Off-Boarding, etc.,) 
• Follow department policies and procedures with accuracy 
• Manage asset management system  
• Manage and follow processes for system monitoring and alerting 
• Demonstrated appropriate working knowledge of corporate systems  
• Demonstrated successful task management experience  
• Demonstrated ability to comprehend and solve complex business and technical issues 
• Outstanding ability to learn new applications and technologies 
• Ability to learn from technical experts 
• Ability to support common office applications such Microsoft Office 365, Azure AD, Microsoft Teams, Adobe Acrobat, and others as required 
• Working knowledge of mobile devices, PC hardware, networking, infrastructure and operational management 
• Special projects, as assigned 

POSITION REQUIREMENTS:

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience)
• 2–5 years of experience in IT operations, systems support, or infrastructure monitoring
• Proficiency with monitoring tools (e.g., SAP, SQL, back-up solutions, EDR, or similar)
• Resolve issues prior to business hours including responding to issues outside of normal working hours
• Excellent troubleshooting and communication skills
• Ability to travel (minimal)