Introduction to blithequark
Imagine being part of a company that values its employees above all else, a company that has been consistently ranked as one of the best places to work by renowned publications such as Bloomberg and Forbes. At blithequark, we pride ourselves on our unique culture, one that prioritizes the well-being and success of our team members. Our commitment to generosity and community service has earned us numerous awards, and we continue to strive for excellence in everything we do. As a leader in the industry, blithequark is dedicated to creating a positive impact on the lives of our employees, customers, and the communities we serve.
Join the blithequark Team
blithequark Computerized, a part of the blithequark Discount IT family, is a dynamic and fast-paced environment that is driving exciting change initiatives. We are building the next-generation digital retail environment, and we need talented individuals like you to help us take our business to the next level. Our Digital team is transforming the way we deliver solutions and interact with our members across our Mobile, Business, and Order Management platforms. With a culture of innovation and learning, a startup mindset, and a customer-driven approach, we are seeking skilled professionals to join our team and pursue bold ideas and explore learning opportunities.
Job Summary
The IT Operations Analyst is a dedicated resource assigned to the coordination, escalation, communication, and resolution of high-priority e-commerce incidents/issues, as well as trend identification, metric definition, and the associated efforts to reduce service disruption. Additionally, IT Operations Analysts will define processes and metrics to refine current and define future state eBusiness operations support processes. The individuals in this role own the successful end-to-end tracking and resolution of incidents, which includes managing resolution action plans, measuring service targets, and escalating incidents as required when resolution targets are missed. This role will also run Incident Management and drive Root Cause Analyses for the e-commerce environment.
Key Responsibilities
- Defines, captures, and validates IT requirements and other artifacts to ensure proper stakeholder engagement
- Creates key team expectations and dashboards
- Reports and manages risks, issues, assumptions, and dependencies affecting operational support efforts
- Creates and implements legal/compliance, operational controls, and related metrics to measure success
- Creates and implements guidelines, processes, and procedures for new technology solutions; ensures new solutions won't negatively impact current support responsibilities
- Manages the incident and problem management cycle and colleagues involved in resolving the incident and problem
- Responds to a reported incident and initiates the incident management process
- Remediates the deviation of the current incident management process
- Serves as the resource for every significant incident
- Analyzes internal IT customer needs and requirements while initiating operational support and delivery efforts
- Participates in periodic reviews for planning, delivery, and capability functions
- Ensures incidents that are not promptly resolved are properly escalated by defined service level agreements (SLAs)
- Drives to key performance indicators (KPIs); improving metrics and services to our members and stakeholders
- Identifies and reports incident and problem trends and progress
- Ensures timely, clear communication regarding high-priority issues with the appropriate stakeholders
- Works closely with the incident owner to ensure incident escalation processes are in accordance with the overall incident management processes
- Manages and tracks vendor performance; uses approved contractual terms for accountability
- Creates and presents reports as needed
- Serves as the primary point of escalation for incidents
- Monitors and analyzes the incidents reported to ensure that SLAs are respected, RCAs are prepared, and preventive actions are in place
- Identifies, initiates, schedules, and conducts incident reviews
- Ensures customers and leadership are informed about the incidents' status at regular intervals
- Ensures the closure of all resolved and end-user confirmed incident records
- Defines continuous process execution, lessons learned, roles and responsibilities, and procedures are reviewed and improved wherever applicable
- Works in collaboration with problem management to ensure effective transition of incidents into problem investigations
- Ensures RCA is prepared and schedules RCA reviews with the teams worked on the incident
- Documents all details and timeline of key elements during incident management span calls
- Undertakes continuous service improvement activities
- Creates, maintains, and reports SLA and KPIs
- Identifies and reports incident trends and progress
- Ensures the team and other stakeholders in the call understand the business impact
- Collaborates with appropriate business and IT stakeholders to determine root cause and problem identification, and as appropriate, improvement identification for future development work
- Supports e-commerce releases for both pre- and post-release activities
Essential Qualifications
- Exceptional verbal and written communication skills; ability to create accurate, concise communication; ability to create and present reports
- Strong proven interpersonal skills and able to work well with people at all levels
- Ability to lead monthly meetings with stakeholders to drive increased availability in identified trends
- Meticulous and strong problem-solving skills, with the ability to analyze situations for potential future issues
- Organized and thorough, with a commitment to seeing things through to completion
- Intellectually curious nature with the ability to be open to diverse opinions
- Conscientious, meticulous, and have a passion for excellence – positive "can-do" attitude
- Creative, innovative, and highly responsive in regards to support quality and ways in which it can be taken to the next level
- Highly responsive and available to support business needs, flexing as needed
- Good understanding of corporate IT policies, procedures, and standards
Preferred Qualifications
- Knowledge of ServiceNow
- Experience with statistical analysis and reporting
- Knowledge of multiple blithequark business areas from an IT perspective
- Understanding of the Service Desk or Call Center business processes
- IT Infrastructure Library (ITIL) V3 Foundation certification
- Related experience with IT Service Management software
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As an IT Operations Analyst, you will have the opportunity to work on exciting projects, collaborate with talented professionals, and develop new skills and expertise. Our comprehensive training programs, mentorship opportunities, and tuition reimbursement program will help you achieve your career goals and advance in your profession.
Work Environment and Company Culture
Our work environment is dynamic, fast-paced, and collaborative. We value innovation, creativity, and teamwork, and we strive to create a positive and inclusive work environment that supports the well-being and success of our employees. At blithequark, you will be part of a talented and dedicated team that is passionate about delivering exceptional results and making a positive impact on our customers and communities.
Compensation, Perks, and Benefits
We offer a competitive salary range of $20-$30 per hour, as well as a comprehensive benefits package that includes medical, dental, and vision insurance, 401(k) matching, and paid time off. Our employees also enjoy a range of perks, including discounts on our products and services, free parking, and access to our on-site fitness center and cafeteria.
Conclusion
If you are a motivated and talented IT professional looking for a new challenge, we encourage you to apply for the IT Operations Analyst position at blithequark. With our commitment to innovation, customer satisfaction, and employee success, we offer a unique and rewarding work environment that will help you achieve your career goals and make a positive impact on our business and communities. Don't miss this opportunity to join our team and be part of one of the best companies to work for. Apply now and take the first step towards an exciting and rewarding career at blithequark!
Apply Now