CTS Operations Analyst

Job Summary

The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.

Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs. Delivers services within defined SLAs, SLOs, and security/compliance requirements. Completes/ensures completion of daily operational documentation and transfers knowledge to next shift. Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation;

documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate. Completes assigned customer workload, including, but not limited to, investigation of issues or monitoring events, and assigning resources appropriately. Ensures issues are communicated to customers in a timely and effective manner. Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues.

Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis. Regularly review reporting from our various tools and applications. Analyze data to identify trends and opportunities for service improvement. Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented. Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use.

Use balance of both technical and business acumen to arrive tner with stakeholders on creation/streamlining of support processes. Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making. Hold self and others accountable for quality & timeliness of work products. Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner.

Ensure understanding, listen to concerns, and relay team feedback to management. Constructively communicate process improvement opportunities such as, but not limited to customer support documentation, support workflows, coverage model changes and implementation of new tools and technology.

Experience in help desk applications such as Service Now, Service Desk Express (SDE), Remedy, Heat, or similar.

• Experience in a managed services environment, a plus.

Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program, OR 2 years college coursework in a technical field, at least 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program.

The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays and overtime.

• Accountability and result oriented.
• Attention to detail.
• Collaborating 360 degrees.
• Adaptability and flexibility in dealing with people and unexpected situations.
• Multi-tasking and working under…