GNC Sr. IT Operations Analyst in Pittsburgh, Pennsylvania

Job Summary

A Sr. IT operations analyst monitors and detects system events, variances, and problems. Observed deviations will be logged, triaged, reported, and corrected, or escalated, if required. Production process scheduling and promotions to production are performed. Provide support for overflow calls from the Service Desk. The position also needs the ability to be able to multi-task assignments and moderate conference bridge calls for incidents.

Essential Duties and Responsibilities

Supports Incident Management by:

  • Logging, updating, and correcting detected incidents. Manages incidents to ensure they are completed or escalated properly.

  • Actively monitoring the production process schedule and service availability. Is proactive to avoid missed service levels and reduce failures.

  • Serving as an escalation point to IT Operations Analysts

  • Serving as the first contact point for problems and incidents (second and third shifts only).

  • Follow Severity 1 escalation protocol

Supports Change Management by:

  • Modifying the production process schedule

  • Promoting approved changes to production

Supports Business Initiatives by:

  • Working closely with various IT areas to transition support tasks of production processes.

  • Working on multiple tasks and accurately reports the status of all assignments.

  • Developing relevant metrics (KPI/SLA/SLO) to identify improvement opportunities and implements processes to improve those metrics.

Contributes Professionally by:

  • Actively developing and maintaining procedures, processes, and troubleshooting documents.

  • Provides training and mentoring to IT Operations Analysts

  • Completing other duties as assigned.

Customer Focus:

  • Listen first, ask questions second and act on feedback from our customer and associates

  • Treat each customer as we would want to be treated

  • Support our front-line associates. See everything we do through their eyes

  • Provide an inspiring experience

  • Solicit customer feedback

Accountability:

  • Demonstrate an intense drive for results

  • Are internally motivated, setting tangible stretch goals and performing at a high level

  • Take action without being prompted

  • Provide unsolicited input

  • Show good judgment and are decisive

Driving Execution and Results:

  • Identifies trends and works with the necessary resources to probe for solutions

  • Fosters a sense of urgency and accountability for achieving objectives through others and holds people accountable

  • Does not let interruptions impede completion of work priorities

Problem Solving and Decision Quality:

  • Engages appropriate resources to assist with analyzing and solving problems

  • Acknowledges gaps in knowledge and takes steps to close gaps to accurately address issues

  • Can quickly break down issues in manageable pieces to work through issues and ensure the correct resources are engaged

Integrity - Act honestly and ethically inspiring trust

Quality/Innovation - Committed to quality and innovative excellence in everything you do

Communities - Be responsible to and give back to your communities

Team - Be unified in our purpose and vision

Job Specifications

3+ years of relevant experience in formal IT and IT Operations

Bachelor's or Associate's Degree in Computer Science, Related field or relevant work experience

Administration/Support of core IT Operations Technologies:

  • Process scheduling software (Control-M)

  • Contact, escalation, and conference bridge software (xMatters)

  • Print management software (Solimar)

  • Promotions to Production (TFS)

  • ITSM (Cherwell)

Working Knowledge of IT tools:

  • Monitoring and alerting tools

  • Ping, nslookup, trace routes

Strong overall Troubleshooting skills

Good written and verbal communication skills.

Attention to detail and willingness to share and exchange information with fellow team members.

GNC is an Equal Opportunity/Affirmative Action/Protected Veterans/Disabled Individuals Employer