Job Summary
The IT Operations Analyst II is responsible for the administration, support, implementation, maintenance, and optimization of IT Service Support application(s), used by the MoneyGram organization for Incident, Problem, Request, and Change Management. The incumbent instructs others regarding the use and capabilities of the software, creation of documentation to facilitate efficient and proper use, and identification of key performance indicators that will present quantitative feedback to affect proactive solutions. The incumbent is also considered the application owner for IT service support and will be responsible for driving improvements in the tool(s), working with vendors to facilitate upgrades and following industry best standards when possible and appropriate.
Primary Responsibilities
- Provides day-to-day administration and troubleshooting for the service support application(s).
- Reviews and implements application patches, evaluates upcoming tool versions and releases as necessary.
- Provides second level support for production control, applications development, quality assurance and business users.
- Analyzes data and prepares reports covering a variety of functional areas.
- Applies creative thinking and analysis to develop new concepts for ongoing data into information.
- Creates tools to track information and monitor service and/or productivity levels of various operational departments and personnel.
- Builds custom reports, facilitates ad-hoc reporting and works with various customers to ensure service support application reporting meets business needs.
- Analyzes, optimizes, and improves IT service support application(s) functionality to facilitate established service support processes and creates documentation as needed to support these changes.
- Follows industry best practices where possible and/or appropriate.
- Recommends, develops and implements improvements.
- Works on technical support issues relating to the Service Support tools and software applications, interfacing with 3rd-party vendors as necessary, includes on-call responsibilities as needed.
- Leads, coaches, and provides ongoing training to individuals in all areas of IT (including managers, directors, and VPs) in proper user of the service support application(s).
- Performs other duties as assigned.
Primary Location
India-Maharashtra-Mumbai
Work Locations
IN_Corp_Mumbai_Bandra Kurla Complex Unit 901
Job
IT Operations Management
Organization
Information Technology
Full-time
Travel
No
Job Posting
Apr 16, 2024, 7:16:28 AM
Any combination of relevant education and experience and/or related professional designations/certifications in this field is highly desirable.
Education
- Minimum Required: BA/BS or equivalent work experience
Experience
- 3-5 years experience.
- 3+ years SQL Server experience.
Essential Skills
- Strong demonstrated planning, problem solving, and analytical skills.
- Experience with building custom reports and SQL queries using reporting tools such as Cognos, Crystal Reports, etc.
- Ability to anticipate problems, contribute innovative solutions to IT management.
- Demonstrated ability to probe, diagnose and resolve customer issues.
- Detail oriented.
- Ability to prioritize and handle multiple tasks, while working with minimal supervision.
- Excellent written and oral communication skills.
- Ability to communicate technical information to nontechnical personnel.
- Experience building and supporting workflow applications using workflow tools, preferred.
