IT Operations Analyst

Company Name:
TierPM AV/IT Staffing Solutions
We have an exciting opportunity with our client for a seasoned IT Operations Analyst with experience managing ITIL and IT Service Management type efforts specifically projects involving Operations, Incident Management, Event Management, Change Management (CMS) and ticketing system processes.
The ideal candidate has extensive experience managing/running service management type projects in an IT shop specifically in an operational and infrastructure service delivery environment.
Note: This is a Full Time 18 Month Contract to Hire W2 opportunity
If you have "been there done that", then this opportunity is for you!
Good understanding as to how an IT shop ticks including infrastructure, applications, operations, Incident Management, Event Management, Change Management (CMS) and ticketing system processes.
Has expertise/experience in Event & Configuration Management
Has lived application and system problem "SWAT Calls" in the past, has worked with application areas to uncover the "problem to solve" as far as outages and systems issues.
Has worked with application areas to determine the "problem to solve". What issue is putting the team on problem SWAT calls and how can we produce a solution to ease the pain.
Thought Leader
Varied and Diverse IT Infrastructure Operations Experience with different companies
Organizational Change Management Experience
Experience driving adoption of new processes for Change Management Systems
Ability to work with all levels of an organization including CIO/Director level
Experience with systems integration
Up to date on new technologies - Systems, Hardware, Software and Tools
Ability to recommend and implement leading/bleeding edge technology solutions
Ability to analyze an issue and be able to recommend the appropriate tool set solution
Ability to initiate/lead customer conversations, build business/use cases, create problem statements, generate metrics to support the problem statement, and ability communicate value of the solution to customer
Ability to see big picture and solutions to large scale problems
Collect and review business requirements and design a solution that addresses the needs of the application area.
Lead business case development and document business value along with the technical requirements.
Interface with various lines of business and other technical teams in gathering/developing requirements in order to formulate a solution.
Follow Industry Standard (i.e. ITIL) elements, Service Management and System Management tools and vendors such as BMC, HP, IBM and CA.
Prepare clear, concise, and persuasive communication for multiple audiences, including demonstrating effective writing and presentation skills, listening actively, and projecting a trustworthy image.
Demonstrate Leadership/ Ownership for one?s deliverables.
Assist with the transformation requirements to the point of demonstrating the ability to change the current state of operation to a more appropriate and standard environment.
Define technical (tool) and operational interfaces between Service Management functions (Help Desk/Self Service, Change Management, Incident Management, Asset Management) and other Lines of Service.
Recommend changes to established methods, suggest alternative solutions and new methods to improve quality and increase productivity
Assist in the definition and scope of the processes across the enterprise
Define configuration items (CIs) and the dependencies or outstanding issues known, supporting the change process and enabling risk review before release
Develop and define workflows using Visio and other presentation methods.
Produce business focused reports and dashboard
Required Experience and Skills:
8-10 years of experience running projects to improve stability and uptime whether infrastructure and/or application development improvements/changes.
Past IT operations experience including problem/incident management, SWAT call management and overall system availability management support.
Experience running/managing large scale Infrastructure IT Operations Projects
Experience with Event, Configuration, and Capacity Management
Experience with Event Monitoring Tools
Experience building business cases and identifying business value propositions and cases.
Demonstrated understanding of IT organizations, IT strategy, architecture, engineering, operations, policy, processes, standards, IT governance and program delivery.
Demonstrated knowledge and success managing IT Service Management projects specializing in the design and implementation of ITSM processes, organizational structures, functions and technology within the following areas: Self Service Strategy and Design, Service Desk, Incident, and Problem Management, Request Management / Fulfillment, Asset and Configuration Management, Change and Release Management, Service Catalog and Service Portfolio Management
Demonstrated ability and success as a team member on successful enterprise scale implementations of IT Infrastructure or Service Management software packages (including major ITSM vendors such as BMC, HP, CA)
Demonstrated ability identifying and addressing IT business needs, participating in discussions and meetings, assisting preparing and presenting high quality written and verbal materials
Demonstrated ability and success as a team member on projects in a fast-paced, dynamic professional services environment
Experience with tools such as Remedy, RemedyForce and Service Now, would be beneficial
4 Year College Degree

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