Information Technology Operations Analyst

IT Operations & Analytics Analyst

Location: San Diego, CA or New York, NY

Work Arrangement: Hybrid — 3 days onsite per week

Employment Type: 6-month contract-to-hire

Summary

We are seeking a hands-on IT Operations & Analytics Analyst to improve employee technology experiences, increase adoption of enterprise tools, and demonstrate measurable business value through analytics and reporting. This role focuses on analyzing IT support trends, developing dashboards, improving technology utilization, and identifying opportunities for automation and proactive issue resolution. The ideal candidate combines data analysis, reporting, platform adoption, and stakeholder engagement skills to help transform end-user support from a reactive service model into a proactive, data-driven operation.

Responsibilities

• Champion adoption and effective utilization of enterprise endpoint analytics and employee technology experience tools.
• Support platform enablement by documenting use cases, enhancement requests, workflows, dashboards, and reporting requirements.
• Develop and maintain dashboards, scorecards, and reports measuring platform adoption, utilization, employee technology experience, support efficiency, and business value.
• Analyze IT service desk tickets, incidents, and support data to identify recurring issues, process inefficiencies, and opportunities for proactive remediation.
• Partner with IT support teams and engineers to leverage endpoint analytics, automation, and AI-enabled capabilities to improve employee productivity.
• Correlate device, application, network, and ticketing data to identify technology issues before they generate support requests.
• Conduct before-and-after analyses to measure the impact of technology changes, automation initiatives, and support improvements.
• Track key performance indicators, including ticket reduction, cost savings, device health, software utilization, adoption, and employee experience improvements.
• Lead user training, stakeholder communications, enablement sessions, and knowledge-sharing activities to improve adoption of enterprise tools.
• Collaborate with leadership to demonstrate return on investment and translate technical findings into actionable business recommendations.
• Partner with external technology consultants to implement best practices, evaluate new capabilities, and improve platform effectiveness.
• Support reporting automation, data quality improvements, KPI governance, and documentation of reporting methodologies.
• Identify opportunities for self-service, proactive support, and automated issue resolution that improve operational efficiency.
• Prepare executive-ready reports and presentations, communicating insights to technical and non-technical stakeholders.

Qualifications

• Experience in product management, product analysis, business analysis, IT operations analytics, or a related discipline.
• Demonstrated experience supporting enterprise technology implementations, platform adoption, change management, or user engagement.
• Strong data analysis and reporting skills, including identifying trends and translating findings into actionable recommendations.
• Experience developing dashboards, reports, and data visualizations; Power BI is preferred.
• Experience with SQL querying, data analysis, or similar analytical techniques.
• Strong communication, stakeholder management, and presentation skills.
• Ability to bridge business users, IT support organizations, and technical engineering teams.
• Experience defining KPIs, measuring adoption and utilization, and demonstrating business value or ROI.
• Working knowledge of PowerShell, scripting, querying, or technical support environments.
• Familiarity with IT service management (ITSM), service desk ticketing systems, endpoint management, or enterprise IT operations.
• Understanding of endpoint analytics, workplace technology monitoring, application performance insights, or proactive IT support tools.
• Familiarity with Microsoft 365, Intune, Entra ID, Microsoft Teams, Windows, or related workplace technologies is beneficial.
• Strong organizational skills and the ability to manage multiple priorities independently.
• A collaborative, proactive mindset and genuine interest in improving employee productivity through analytics, automation, and technology.

The salary range for this position is 30/hr to 40/hr. Benefits available to contract/temporary professionals, include medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit https://roberthalf.gobenefits.net/ for more information. Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster.