**Join arenaflex, a dynamic and innovative company, as we revolutionize the digital retail landscape.**
At arenaflex, we're not just a company – we're a community that values our employees and customers alike. Our commitment to excellence and customer satisfaction has earned us recognition from top publications, including Bloomberg and Forbes. We're proud of our culture of progress and learning, where every employee has the opportunity to grow and thrive.
**About arenaflex**
arenaflex is a leading private organization that's changing the way we do business. Our cutting-edge approach to digital retail has made us a leader in the industry, and we're looking for talented individuals to join our team. As an IT Operations Analyst, you'll be part of a dynamic team that's driving innovation and excellence in every aspect of our business.
**Job Summary**
We're seeking an experienced IT Operations Analyst to join our team at arenaflex. As an IT Operations Analyst, you'll be responsible for defining, capturing, and approving IT requirements and other artifacts to ensure accurate communication. You'll create key team expectations and dashboards, report and manage risks, issues, assumptions, and dependencies affecting operational support efforts. You'll also create and implement legal/compliance, operational controls, and related metrics to measure success.
**Key Responsibilities**
* Define, capture, and approve IT requirements and other artifacts to ensure accurate communication
* Create key team expectations and dashboards
* Report and manage risks, issues, assumptions, and dependencies affecting operational support efforts
* Create and implement legal/compliance, operational controls, and related metrics to measure success
* Develop and execute guidelines, processes, and procedures for new technology solutions; ensure new solutions won't negatively impact current support responsibilities
* Manage the incident and issue management process and collaborate with team members involved in resolving the incident and issue
* Respond to reported incidents and initiate the incident management process
* Remediate deviations from the current incident management process
* Act as the resource for all significant incidents
* Analyze internal IT client requirements and needs while initiating operational support and delivery efforts
* Participate in regular reviews for service, planning, and delivery capabilities
* Ensure incidents that are not immediately resolved are properly raised by defined service level agreements (SLAs)
* Drive to key performance indicators (KPIs); improve metrics and services to our customers and partners
* Identify and report incident and issue patterns and progress
* Ensure ideal, clear communication regarding high-priority issues with the appropriate partners
* Work closely with the incident owner to ensure incident escalation processes are in accordance with the overall incident management processes
* Manage and track provider performance; use approved contractual terms for accountability
* Create and direct presentations as needed
* Address the initial phase of acceleration for incidents
* Screen and examine incidents reported to ensure that SLAs are met, RCAs are prepared, and preventive actions are established
* Identify, initiate, schedule, and conduct incident audits
* Ensure clients and management are informed about the incident's status at regular intervals
* Ensure the conclusion of all resolved and end clients confirmed the incident records
* Establish continuous cycle execution, practices, roles, and responsibilities, and procedures are audited and improved as necessary
* Collaborate with issue management to ensure effective transfer of incidents into issue examinations
* Ensure RCA is prepared and schedule RCA reviews with the teams worked on the incident
* Record all details and timeline of key components during incident management span calls
* Attempt continuous service improvement activities
* Create, maintain, and report SLA and KPIs
* Identify and report incident patterns and progress
* Ensure the team and other partners in the call understand the business impact
* Partner with appropriate business and IT partners to determine root cause and issue ID, and as necessary, improvement identification for future development work
* Support Web-based business releases for both pre-and post-release activities
**Requirements**
* Phenomenal verbal and written communication skills; ability to create accurate, concise communication; ability to create and direct presentations
* Strong demonstrated interpersonal skills and able to work well with individuals at all levels
* Ability to lead monthly meetings with partners to drive increased availability in identified patterns
* Meticulous and strong analytical skills, with the ability to investigate what's happening for potential future issues
* Coordinated and careful, with a commitment to see everything through to completion
* Mentally curious nature with the ability to be open to differing opinions
* Mindful, scrupulous, and have an enthusiasm for excellence – positive can-do attitude
* Imaginative, inventive, and very responsive in regard to improving quality and ways in which it can be accessed to the next level
* Extremely responsive and available to help business needs, flexing as necessary
* Great understanding of corporate IT policies, procedures, and standards
**Knowledge**
* Incident, Issue, Change, and Information Management practices
* IT methodologies, clients, and services provided
* arenaflex's core business climate connected with Web-based business, Marketing, Warehouse Activities, and company philosophies
* Service analysis and other tools: CARTS+, Google Applications, Smartsheets
* Available for potential emergency coverage 24X7, to assist off-hours as required, including weekends and holidays, and varies with staffing
**Preferred**
* Knowledge of ServiceNow
* Experience with analytical examination and reporting
* Knowledge of multiple arenaflex business areas from an IT perspective
* Knowledge of the Service Desk or Call Center business processes
* IT Service Management Library (ITIL) V3 Foundation certification
* Related knowledge with the IT Service Management software
**Work Environment and Culture**
arenaflex is a dynamic and innovative company that values its employees and customers alike. Our culture of progress and learning is reflected in our commitment to excellence and customer satisfaction. We're proud of our community-driven approach to business, where every employee has the opportunity to grow and thrive.
**Compensation and Benefits**
arenaflex offers a competitive salary range of $20-$30/hour, depending on experience. We also offer a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
**How to Apply**
If you're a motivated and talented individual who's passionate about innovation and excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
**Join arenaflex today and be part of a community that's changing the face of digital retail!**