IT Operations Analyst

About the role

The IT Operations Analyst is responsible for supporting and coordinating day-to-day IT operational activities across Network, Mobility, and IT Asset Management. This role ensures operational processes are executed efficiently by managing service requests, analyzing operational data, maintaining system records, coordinating with vendors and internal stakeholders, and driving process improvements.

The role will also be cross-trained in IT Operations finance processes, including billing, invoicing, and other finance-related activities, to provide operational support for forecasting, budgeting, reporting, and month-end consolidation activities. Additionally, the analyst will lead and support IT Operations initiatives focused on improving operational efficiency, governance, and service delivery.

Key responsibilities

• Analyze operational data, service usage, and trends to identify discrepancies, inefficiencies, and opportunities for process improvement.
• Maintain and update operational records within SAP and other enterprise systems, ensuring data integrity and accurate tracking of operational activities.
• Coordinate with internal IT teams, vendors, and business stakeholders to resolve operational issues and ensure timely service delivery.
• Monitor operational processes to ensure compliance with company policies, governance standards, and established procedures.
• Prepare and deliver regular operational reports, dashboards, and performance metrics to support management decision-making.
• Identify opportunities to streamline workflows and improve operational efficiency through process optimization and automation.
• Lead or participate in IT Operations initiatives and cross-functional projects that improve operational processes, governance, and service delivery.
• Support vendor management activities, including coordinating service requests, tracking deliverables, and resolving operational concerns.
• Coordinate activities related to the IT asset lifecycle, including procurement support, deployment, transfers, audits, inventory validation, and asset retirement while ensuring CMDB and asset records remain accurate.
• Develop and maintain operational documentation, standard operating procedures (SOPs), and process guides.

About you

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Administration, Finance, Accounting, or a related field.
• Minimum of 3 years of experience in IT Operations, IT Services, Infrastructure Operations, Network Operations, Mobility Services, IT Asset Management, or a related technical support function.
• Advanced proficiency in Microsoft Excel and PowerPoint (Microsoft Office Suite).
• Experience with SAP for operational tracking, reporting, or enterprise business processes is preferred.
• Familiarity with IT Service Management (ITSM) processes and best practices.
• Experience creating operational reports, dashboards, and data analysis.
• Strong understanding of Network, Mobility, and IT Asset Management operations and lifecycle processes.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Excellent organizational and time management skills with the ability to manage multiple priorities.
• Excellent communication and interpersonal skills with the ability to effectively collaborate with global internal and external stakeholders.