OPS I - Operations Associate 1

Summary The main function of an operations associate is to perform various administrative, technical, and/or customer service tasks across assigned business units. A typical operations associate is responsible for managing complex data, resolving customer issues, performing company research, assisting in project management, maintaining equipment inventories, and administering company policies.

Job Responsibilities

• Gather, develop, maintain, and interpret complex data.
• Communicate statistical and technical data with internal and external business units.
• Assist in system change management and deployment.
• Respond to inquiries for routine system issues and mainframe batch issues.
• Assist in central deployment of changes to distributed cycle and mainframe batch cycle.
• Assist in statistical reporting of metric and operational performance data.
• Partake in asset management, pricing research, and procurement for online hardware and software.
• Conduct physical inventories of equipment
• Participate in audits to determine the accuracy of inventories and records.
• Manage complex or sensitive service orders.
• Participate in feasibility studies, costing, and proposal preparations.
• Provide training and assistance on new technology, telecom applications, systems, features, and communication charges.
• Provide customer assistance with routine inquiries and problems such as software, hardware, and network operations.
• Log and track inquiries and compile customer service statistics.
• Administer policies and procedures.
• Assume operational assignments where needed.
• Process order for Online Change/Add/Move requests.
• Provide billing issue resolution and adjustments.
• Assist project leaders with administrative tasks involving planning alterations, openings, relocations, consolidations and/or removal of communications systems.
• Schedules installation and testing with Third Parties and Authorized Users prior to cutovers.
• Assist operational and support groups with project implementations.
• Monitor customer questions and complaints to ensure adherence to established Customer and Supplier procedures.
• Monitors and manages hardware resources.
• Prepare business cases and appropriations requests.
• Monitor and report on operations/financial metrics.
• Interface closely with process staffs to help them achieve their strategic plans and deployment initiatives.
• Assist in providing security consulting and detecting security violations.
• Act as a focal point for gathering audit comments and follow-up documentation.
• Assist in providing vital records support.
• Assist in providing disaster recovery support Facilities Management
• Assist in the planning, scheduling, monitoring, and reporting activities for facility projects.
• Determine, monitor, and review costs, operational budgets, schedules, and staffing requirements for facility teams.
• Assist in general deployment of maintenance services.

Skills

• Strong organization, planning and data management skills.
• Demonstrated problem solving, critical thinking, and strong analytical abilities where problems are complex.
• Strong written and verbal communication skills.
• Ability to work independently and collaborate cross-functionally.
• Strong interpersonal styles and communication methods to work effectively with business partners.
• Knowledge of MS Office Suite (Word, Excel, PowerPoint, Access, Project).
• Ability to handle multiple projects simultaneously.
• Ability to prioritize assignments/projects and multi-task within restricted time constraints.
• Demonstrated capability of working in complex, global environments with global project teams.
• Knowledge and understanding of Corporate/unit policies and procedures.
• Knowledge and understanding of corporate/unit policies and procedures.

Education/Experience

• Bachelor’s degree in Business Administration, Finance, Computer Science, or related field.
• 0-2 years of experience required.