IS Operations Analyst

CooperVision, a division of CooperCompanies (NASDAQ:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com.

Job Summary:

Ensure that all operational IT related service needs are delivered while following all security and compliance procedures.

• Identify problems, devise, and deliver proactive solutions to enhance quality of service and to prevent future problems. As required, analyze and highlight incident trends.
• Supports the implementation of regional and global IT projects.  Increased involvement with local IT and business initiatives.  Provides related incident resolution supporting service transition.   
• Administers enterprise class IT systems and tools, including highly virtualized client computing environments. 
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
• Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members.  Develop and deliver user training.
• Promotes user adherence to the organization’s IT policies. 
• Collaborate with specialized teams supporting the client computing infrastructure and systems. 
• Liaise with global third-party client computing partners. Increased involvement with local IT agreements and vendors
• Provide onsite and remote Service Management support functions, including incident resolution and request fulfillment to meet published SLA’s 
• While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool. 
• Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software. 
• Manage the client computing hardware and software lifecycles. Provides effective IT Asset Management.
• Escalate tickets in accordance with IT procedures.  .
• Maintain and develop professional and technical knowledge by attending educational workshops, training events, reviewing applicable technical materials.
• Participates in the IT Operations out of hours support rotation.

Travel Requirements: Occasional travel to other sites (<10%).

Knowledge, Skills and Abilities:

• Excellent technical knowledge of client computing hardware and software, including Microsoft Windows, Microsoft Office (and related products/cloud services), Active Directory Services, Systems Management and Deployment.
• Working technical knowledge of current protocols, operating systems, and standards.
• Technical knowledge of mobile devices (smart phones, tablets, etc.).
• Ability to read and understand technical manuals, procedural documentation, and guides.
• Ability to conduct research into technical problems and products as required.
• Proven analytical and problem-solving abilities.
• Strong customer service orientation, at ease liaising with all levels of the business.
• Comprehensive written, verbal, and interpersonal communication skills.
• Ability to present ideas in business and customer-friendly language.
• Proficient in conducting group and/or individual user training. 
• Ability to effectively organize, prioritize and execute tasks in a high-pressure environment.
• Extremely team-oriented and skilled in working within a collaborative environment.
• Ability to collaborate with resources within multiple business support teams.

Work Environment:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand tools, and to handle other computer components.
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