Process Analyst

Managed Services Cincinnati, Ohio


Description

Process Analyst, Managed Services Operations

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RoundTower Technologies is a Data Center Infrastructure partner, providing clients with the resources and insight to overcome any technical obstacle, enabling business agility and success. Combining innovative technologies with documented best practices, our highly trained technical team will help you assess, design, implement and run your next-generation environment.  ...

RoundTower Technologies is a Data Center Infrastructure partner, providing clients with the resources and insight to overcome any technical obstacle, enabling business agility and success. Combining innovative technologies with documented best practices, our highly trained technical team will help you assess, design, implement and run your next-generation environment.

 

The Process Analyst role is a specialty Analyst Role that involves “thinking processes”. It will work closely with other Managed Services teams to design new processes and solve process-related problems for the Service Desk and Tier 2 teams. Candidates are required to understand Managed Services and customer ITSM policies/processes and system tools and be able to apply that understanding to make operational improvements that support the Service Desk and Tier 2 job responsibilities. This position reports to the Operations Manager.

 

Analysts Responsibilities:

  • Quarterly reviews of knowledge base documentation – customer and internal RTMS
  • Quarterly updates of all documentation as needed – customer and internal RTMS
  • Educating the Service Desk and Tier 2 of the changes in documentation
  • Monitor and solicit feedback on process performance from both teams and engineers as needed
  • Leads all training initiatives of new Service Desk and Tier 2 employees, to include, but not limited to:
    • Ensure completion of all specific job responsibility checklists and onboarding documents
    • Scheduling one on one training sessions for new hires with existing SD analysts
    • Scheduling one on one training sessions for new hires with existing T2 Admins
    • Work closely with the Operations supervisor on new hire shift movements if needed
    • Responsible for re-training sessions as needed
  • Assist the Operations Manager with the onboarding of new customers, to include, but not limited to:
    • Attend all onboarding meetings with the Operations Manager
    • Assist the Operations Manager with the documentation builds for customer specific processes
    • Work with supporting teams (Client Services) on new SD processes
    • Ensure correct access is obtained for Service Desk team
    • Track all time worked against the project ticket
  • Assist Service Desk team members during high call and ticket volumes time periods, to include:
    • Accept and log customer calls
    • Triage customer calls per specified severity levels
    • Execute first attempt to resolve the customer call
    • Refer customer call to the appropriate level two/three support group
    • Escalate customer calls to the appropriate management level when thresholds are violated
    • Close customer calls and tickets upon completion
    • Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)

Desired Skills and Experience

Skills & Experience:

  • 4+ years technical helpdesk or technical call center experience required
  • CompTIA A+ certification preferred
  • Basic HDI Service Desk certification
  • Hands-on work experience with the following:
    • Windows Operating Systems
    • MAC Operating Systems
      • Knowledge of Active Directory and O365
      • User account management for Active Directory, Exchange Mailboxes, Distribution lists
      • Remote desktop connectivity
      • MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)
      • Internet browsers (Explorer, Chrome, Firefox)
      • 2-factor authentication, soft tokens
      • Execute basic queries and administrative tasks for MS SQL, helpful
      • Others: 
      • SharePoint, Adobe Acrobat and other common desktop applications
      • Experience with monitoring tools/applications like Logic Monitor, and Nagios, etc.

 

Additional requirements:

  • Excellent verbal and written communication skills (active listening skills) required
  • Ability to understand and accept the process challenges that impact team operational efficiency
  • May be required to work across shifts in order to ensure Operational process requirements are met by all team members
  • Ability to articulate and speak with clear voice
  • Ability to understand the Customer’s business objectives
  • Enjoy problem solving
  • Must have empathy with end users and Operations team
  • Team player
  • Professional code of conduct
  • Ability to deal with stress
  • Good writing techniques
  • Experience with remote monitoring and management a plus

 

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

 

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