As an Operation Engineer, you will be supporting the Partner Services Group (PSG). This group will include end users and IT Squads. In this role you will work with 4-5 developers/Analyst on day-to-day functional & technical support issues, data support, Analysis along with managing relationships with product owners on priority. The Operations Engineer is also required to look for opportunities to enhance the end user experience and streamline processes between the team in Agile Squads.
Within PSG there are 5 squads that you will need to coordinate with. That will require you to juggle 5 Product Owners and learn each squads’ systems and processes. These applications range from excel based apps to web applications to desktop applications.
In this role, you will:
Work with the PO’s and development teams to ensure that designs effectively accommodate long-term maintainability, supportability, robustness, and scalability of software solutions
Provide support to global end-users of the PSG application by actively monitoring all communication channels and service now.
Demonstrate strong problem-solving and good prioritization skills, which enable you to work effectively in a fast-paced, team- and client-oriented environment situations
Should have a knack for guiding colleagues and managing vendors while communicating effectively, even under stressful circumstances
Assist in planning and scoping new initiatives
YOU’RE GOOD AT
As the IT Senior Business Analyst, you will be tasked with working in a global environment with stakeholders, team members, and customers located throughout the world.
Actively monitoring and resolving issues with a sense of urgency, proactively communicating to keep key stakeholders and management team informed.
Proactive – looking ahead at what needs to be done, strong service orientation and sensitivity to responding to customer needs
Root cause analysis and desire to provide scalable long-term solutions, including remediation of major incidents or other operational troubleshooting activities
Have working knowledge of Agile processes and managing/working with Agile teams- specifically knowledge of using JIRA, Agile with both Kanban, and Scrum methodologies
Working independently with minimal day to day guidance, prioritizing your time and communicating clearly at all levels of the organization
Working with multicultural distributed team located in different time zones and have the capacity to work on multiple projects concurrently.
Good working exposure on Service now, Jira, Confluence.
Ability to developing expertise on systems and business processes quickly
Working through ambiguity and fluctuating priorities.
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Minimum of 5-7 years of experience supporting systems in an analyst role
Knowledge of SQL (select, join, create table/view) in Snowflake or similar (MS SQL, Oracle)
Experience working on SaaS and desktop custom applications
Good working exposure on Service now, Jira, Confluence.
Strong understanding of IT service, business operational processes and workflow management
Prior experience working with both third party vendors or custom built solutions
Prior experience in troubleshooting with users and stakeholders. Ability to detect, triage, and resolve incidents / service metrics/ outages in a timely manner with high customer satisfaction
Strong communication skills and ability to work closely with users and provide a high level of customer service in a friendly, professional manner
Experience in a Global environment preferred. As a heavily matrixed organization you will need to manage and can have the ability to work with co-located teams, management, and stakeholders.
Able to generate reports based on raw data (Strong Excel & PowerPoint Experience)
YOU’LL WORK WITH
You’ll work closely with a cross-functional team of stakeholders, product owners, software engineers and analysts, all working in a fast-paced Agile environment.
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