At arenaflex, we're not just building a company – we're creating a community that values innovation, collaboration, and growth. As a leading private organization, we're committed to delivering exceptional experiences to our customers and employees alike. Our IT Operations Analyst role is a key part of this journey, driving digital transformation and IT service management excellence.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that's revolutionizing the way we work and live. Our commitment to innovation, customer satisfaction, and employee well-being has earned us recognition from top publications like Bloomberg and Forbes. We believe in empowering our employees to make a meaningful impact, and we're always looking for talented individuals to join our team.
**Job Summary**
We're seeking an experienced IT Operations Analyst to join our team in Idaho, USA. As a key member of our IT Operations team, you'll play a critical role in driving digital transformation and IT service management excellence. You'll work closely with our IT teams to identify and resolve high-priority issues, develop and implement process improvements, and drive business outcomes through data-driven insights.
**Key Responsibilities**
* Define, capture, and approve IT requirements and artifacts to ensure accurate communication with stakeholders
* Create key team expectations and dashboards to track progress and performance
* Report and manage risks, issues, assumptions, and dependencies impacting operational support efforts
* Develop and implement legal/compliance, operational controls, and related metrics to measure success
* Create and execute guidelines, processes, and procedures for new technology solutions; ensure new solutions don't negatively impact current support responsibilities
* Manage the incident and issue management process and collaborate with teams involved in resolving incidents and issues
* Respond to reported incidents and initiate the incident management process
* Remediate deviations from the current incident management process
* Serve as the single point of contact for all significant incidents
* Analyze internal IT client requirements and needs while initiating operational support and delivery efforts
* Participate in regular reviews for service, planning, and delivery capabilities
* Ensure incidents that are not promptly resolved are properly raised by defined service level agreements (SLAs)
* Drive key performance indicators (KPIs); improve metrics and services to our customers and partners
* Identify and report incident and issue patterns and progress
* Ensure timely, clear communication regarding high-priority issues with relevant stakeholders
* Work closely with the incident owner to ensure incident escalation processes align with overall incident management processes
* Manage and track provider performance; use approved contractual terms for accountability
* Create and direct situation-specific presentations
* Initiate the acceleration phase for incidents
* Screen and examine incidents reported to ensure SLAs are met, RCAs are prepared, and preventive actions are established
* Identify, initiate, schedule, and conduct incident audits
* Ensure clients and leadership are informed about incident status at regular intervals
* Ensure all settled and end clients confirm incident records
* Establish continuous cycle execution, exercises, roles, and responsibilities, and processes are audited and improved as necessary
* Collaborate with issue management to ensure effective transfer of incidents into issue examinations
* Ensure RCA is prepared and schedule RCA reviews with teams worked on the incident
* Record all details and timeline of key components during incident management span calls
* Continuously improve support quality and accessibility
* Create, maintain, and report SLA and KPIs
* Identify and report incident patterns and progress
* Ensure the team and other partners in the call understand the business impact
* Partner with relevant business and IT stakeholders to determine root cause and issue ID, and as necessary, improvement identification for future development work
* Support web-based business releases for both pre- and post-release activities
**Requirements**
* Exceptional verbal and written communication skills; ability to create accurate, concise communication; ability to create and direct presentations
* Strong demonstrated interpersonal skills and ability to work well with individuals at all levels
* Ability to lead monthly meetings with partners to drive increased availability in identified trends
* Meticulous and solid analytical skills, with ability to investigate what's happening for potential future issues
* Coordinated and careful, with a commitment to see everything through to completion
* Mentally curious nature with ability to be open to differing opinions
* Mindful, scrupulous, and have an enthusiasm for excellence – positive “can do” attitude
* Imaginative, inventive, and very responsive in regard to support quality and ways in which it can be taken to the next level
* Extremely responsive and available to help business needs, flexing as necessary
* Good understanding of corporate IT policies, processes, and standards
**Nice to Have**
* Knowledge of ServiceNow
* Experience with analytical analysis and reporting
* Knowledge of various Costco business areas from an IT perspective
* Knowledge of the Service Desk or Call Center business processes
* IT Service Management Library (ITIL) V3 Foundation certification
* Related knowledge with the IT Service Management software
**Eligibility**
* High school diploma or equivalent
* Previous sales or customer experience preferred
* Strong communication and interpersonal skills
* Excellent customer service skills and friendly approachable behavior
* Ability to work in a fast-paced, team-oriented environment
* Basic math skills and ability to manage financial transactions
* Attention to detail and ability to keep the workplace clean and organized
* Flexible working evenings, weekends, and holidays as needed
* Knowledge of the products/services offered by the company is a plus
**What We Offer**
* Competitive salary range: $20-$30/hour
* Opportunity to work with a dynamic and forward-thinking organization
* Collaborative and supportive work environment
* Professional development and growth opportunities
* Comprehensive benefits package, including medical, dental, and vision insurance
* Generous paid time off and holidays
* Access to cutting-edge technology and tools
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and results-driven individual who is passionate about IT service management and digital transformation, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!