IT Operations Analyst II MXT

The IT Operations Analyst II is responsible for providing technical support and maintenance for business applications. This role involves troubleshooting application issues, assisting users, ensuring optimal performance, and collaborating with development teams to implement enhancements. The ideal candidate will have strong analytical skills, technical expertise, and a commitment to delivering excellent user support.
Essential Duties and Responsibilities:
• Application Support: Provide day-to-day support for business applications, promptly addressing user queries and resolving technical issues.
• Troubleshooting: Diagnose and troubleshoot difficult application problems, working with users and technical teams to identify root causes and implement solutions.
• Performance Monitoring: Monitor application performance and system health, ensuring applications run efficiently and identifying potential issues before they impact users.
• User Assistance: Assist users with application-related questions and provide training and documentation to help them effectively use the applications.
• Incident Management: Manage and prioritize incidents and service requests, ensuring timely resolution and stakeholder communication.
• Collaboration: Work closely with development teams, IT, and other stakeholders to implement application enhancements, updates, and patches.
• Documentation: Maintain comprehensive documentation of application configurations, support procedures, and troubleshooting steps.
• Change Management: Participate in change management processes, ensuring application changes are tested and deployed smoothly.
• Compliance and Security: Ensure applications comply with security policies and regulatory requirements, implementing necessary controls and safeguards.
• Continuous Improvement: Identify process improvements and automation opportunities to enhance application support and efficiency.
• Perform other assigned job-related duties that align with our organization's vision, mission, and values and fall within your scope of practice.
Qualifications:
Education: Bachelor's Degree or relevant experience. Computer Science, Management Information Systems, or a related field.
Experience: 1+ years relevant or practical experience.
Special Skills:
• Structured Query Language (SQL): Ability to work with databases and perform data analysis.
• Scripting and Coding: Knowledge of scripting languages and coding to automate tasks and troubleshoot issues.
• Application Software Knowledge: Staying up to date with the latest application software and technologies.
• Customer Service Orientation: Good listening and empathy skills to provide a positive user experience.
• Troubleshooting: Proficiency in diagnosing and resolving application issues.
• Infrastructure Knowledge: Understanding of IT infrastructure, including networks and servers.
• Adaptability: Flexibility to adjust to changing technologies and operational requirements.
• Attention to Detail: High attention to detail to catch and fix issues before they affect users.
• Communication Skills: Excellent written and verbal communication for interacting with team members and users.
• Continuous Learning: Enthusiasm for staying updated with relevant IT trends and technologies.
• Critical Thinking: Ability to evaluate processes and suggest minor improvements for operational efficiency.
• Developing Leadership Skills: Capable of leading minor initiatives and guiding junior team members.
• Stress Management: Capability to remain calm and focused during system incidents.
• Time Management: Skill in prioritizing tasks and meeting deadlines in a fast-paced environment.
• Developing Collaborator: Improves eloquence in technical discussions. Displays growing empathy and self-awareness in team dynamics. Demonstrates enhanced problem-solving skills and time management. Adapts well to changes in project requirements and technologies.

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