Technology Operations Analyst (Workforce)

About the role

In this role, you will participate in initiatives and identify opportunities for technology operations. You will evaluate basic or tactical challenges that require research and evaluation, and provide centralized command and control for major incident management, ensuring teams focus first on restoring business services. You will develop knowledge of business cycles and capabilities to assess the impact of technology events on the business and other support areas, and reduce the impact of application and infrastructure failures on business delivery.

Key responsibilities

• Participate in initiatives and identify opportunities for technology operations
• Evaluate basic or tactical challenges that require research and evaluation
• Provide centralized command and control for major incident management, ensuring teams focus first on restoring business services
• Review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes
• Develop knowledge of business cycles and capabilities to assess the impact of technology events on the business and other support areas
• Reduce the impact of application and infrastructure failures on business delivery
• Engage various teams of trouble-shooters to assess system health and issues
• Present recommendations for resolving more complex situations
• Provide information to functional colleagues, internal partners and stakeholders
• Develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data

About you

• 2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Bachelor's degree in Business Analytics, Information Technology, Statistics, Mathematics, Engineering, or related field
• 3+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles
• Experience supporting contact center, service desk, or IT operations environments
• Experience creating forecasts, dashboards, and performance reports and presenting findings to leadership
• Proficiency with Excel, Power BI, SQL, Tableau, and ServiceNow
• Ability to conduct trend analysis and root cause investigations
• Ability to partner with Operations, Service Delivery, Workforce Management, and Business stakeholders