OPERATIONS ANALYST I,IS&T IT Help Center
Boston, MA

Job Description

We are seeking self-motivated, critical-thinking, passionate operations analyst to join the ranks on our highly dynamic diverse team. Individuals will serve as a resource between Boston University community and Information Services & Technology, leveraging technical expertise and logical problem-solving skills to understand business needs, analyze data, and strategies and objectives to maximize productivity and improvement of IT related processes across all departments within our Client Services & Support department. The ideal candidate is one that values the client experience above all, is resourceful, adaptable, thrives in a team-based structure, and ensures technology works for the client, not the other way around.

In return, we provide an environment that encourages creativity, collaboration, professional/personal growth, career development, open doors, life-long friendships, and a sense of purpose topped off with a touch of humor and frequent laughter.

Responsibilities include:

* Advocate for our client's technology needs!
* Participate in multiple service teams
* Provide analytical and trending reports for ITSM services.
* Organize, create, and maintain metrics based on defined SLA's
* Maintain the Asset Management recycling process.
* This position may entail being on call and working evening, weekend and/or holiday hours, as needed.
* Perform additional duties as required.

Required Skills

Soft Skills

* Must follow procedures and keep accurate records of incidents and requests.
* Strong writing and organizational skills required.
* Demonstrate patience when problem-solving complex technical issues, over the phone and in person, with diverse customers.
* Learn and support new technology quickly.
* Must possess good interpersonal communication skills.
* Strong customer service skills.
* Energetic, self-directed, motivated and professional individual who thrives in a fast-paced, dynamic environment.
* Interact with all levels of an organization in a professional, diplomatic and tactful manner.
* Work well with external vendors.
* Work well with both primary and dotted line reporting.
* Work productively in cross-functional teams and/or resourcefully and independently as an individual.
* Must possess the ability to work autonomously and maintain control in rapidly changing situations.
* A high level of independent decision making is absolutely required.
* Effectively collaborate with other IT and non-IT members to solve issues that arise; evaluate challenges with existing solutions and provide enhanced/ new alternatives and/ or processes
* Ability to drive innovation and efficiencies in our organization and be vocal champion of our solutions.

Technical Expertise

* Intermediate troubleshooting skills for common operating systems, mobile devices and programs
* Experience with a variety of analytical tools commonly leveraged in a complex enterprise environment such as reporting, trend analysis, key performance indicators, etc.
* Experience writing simple technical documentation

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.