Operations Analyst

Location: Abbott Park, IL or Maple Grove, MN

The worker can work at any of the two locations mentioned above.

Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.

• Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS’s enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
• Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow‑up on implementation of corrective/preventive actions, and metrics.

• Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge, group chat, provide BTS internal and business‑facing communications.
• Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigation.
• Analysis and reporting of incident trend data to identify and eliminate recurring Major Incidents.
• Enable accurate metrics and reporting by ensuring appropriate MI and Problem Investigation data is current and accurate.
• Participate in on‑call rotation.
• Remain current on developments in field(s) of expertise, regulatory requirements, a general knowledge of the company’s products, markets, and objectives as well as industry trends. Maintain current knowledge of and ability to assess new technology to collaborate with IT customers and deploy solutions that are creative, compliant and cost‑effective through literature, trade journals, professional associations, and by attending conferences/seminars.
• Resolve and/or facilitate resolution of problems including identifying causes to prevent re‑occurrence, identify and resolve business issues, and elevate issues when appropriate.
• Perform related functions and responsibilities on occasion, as assigned.

• Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS’s enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
• Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow‑up on implementation of corrective/preventive actions, and metrics.

Bachelor’s degree in Information Technology or similar area; or equivalent work experience.