Sr. Operations Analyst - Managed Services

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Job Summary

The primary purpose of this position is to perform technical tasks related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.  This role also performs analysis of Operations incidents, problems, and opportunities; design process and technical solutions to address services issues and continually improve MS Operations performance.

What you will do:

Service Delivery – 40% Job Weight

• 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 and security/compliance requirements and 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, monitoring and investigating system alerts and 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.

Analysis – 20% Job Weight

• Study, interpret, and develop a thorough understanding of incidents, problems and opportunities through systematic analysis, such as but not limited to analyzing data to identify trends and opportunities for service improvement, regularly review reporting from monitoring and ticket applications, reviewing operations business processes for ability to address customer needs and identifying areas where processes need to be enhanced or better documented.

Design – 20% Job Weight

• 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 at solutions.
• Partner with the stakeholders on pre-sales support and transition activity and design and scoping of services.

Leadership – 20% Job Weight

• Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making.
  • Monitor performance and coach team members to ensure 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.
  • Lead projects such as, but not limited to process improvements, coverage model changes, and implementation of new tools and technology as well as actively lead the team during Service Recoveries and escalated customer situations.
  • Provide off-shift telephone support during escalated situations.

What we expect of you:

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 3 years of Information Technology work experience, OR
• 2 years college coursework in a technical field, at least 3 years of Information Technology work experience, OR
• 5 years total Information Technology experience, to include 3 years of Information Technology work experience.
• The position is p