The Digital Operations Analyst II is accountable for providing technical support to TTX employees, contractors, partners, and customers, ensuring that escalated issues are properly identified, documented, prioritized, researched, and resolved or escalated quickly and competently. This position will also handle fulfillment-related activities for end user hardware and software related to day-to-day requests as well as through the participation in formal organization-wide projects and initiatives. The Digital Operations Analyst II participates in all business-impacting operational incidents, ensuring necessary resourcing and availability of subject matter expertise as well as providing proactive, periodic organization-wide communications.

RESPONSIBILITIES

• Required to assist computer system users, control and monitor incident management activities, document and implement technical procedures and solutions, and confer with management as needed.

• Successfully conducts follow-ups to ensure incident resolution and/or service requests are completed to user satisfaction.

• Develops effective relationships with users and other IT team members to enhance the timeliness and effectiveness of technology solutions.

• Assists in developing the TTX endpoint device (desktops, laptops, tablets, phones, etc.) and printer infrastructure requirements, and for facilitating and implementing high quality, cost effective approaches for meeting both new and on-going TTX digital workplace needs.

• Ensure that asset management processes and procedures are strictly followed and that hardware and software inventories are properly maintained and accurate.

• Facilitate technical conference calls related to business-impacting operational incidents and keep affected parties informed of the issue on a timely basis.

• Improve processes and procedures by automating manual tasks wherever possible and reasonable.

• Participate in the development of standards and process improvements, striving for continual improvement and industry best practice methods.

• Demonstrate effective written and verbal communication skills.

• Participate in project meetings as necessary, and complete assigned project tasks according to agreed upon timelines.

• Maintain systems in accordance with best practices to improve security, reliability and resilience of the systems in production.

• Be an active participant in a proactive, outcomes-oriented culture of accountability and partnership within the organization, where “not my job” is not an answer.

• Be a champion of digital security at TTX.

QUALIFICATIONS

• Bachelor’s degree from four-year college or university; or six years related experience and/or training; or equivalent combination of education and experience.

• Must keep current with technology and an understanding as how to best deploy it.

• Experience with Microsoft technologies and platforms, including Windows Operating System, Active Directory, Microsoft 365, Office, System Center, and Intune.

• Must be able to explain complex technical and analytical concepts using laymen's terms while articulating their value.

• Ability to respond effectively to sensitive inquiries or requests.

• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.

• Strong, clear and concise communication skills, both orally and in writing

• Strong planning, organizing, and problem analysis skills

• Ability to use the principles and practices of project management

• Required to carry a cell phone and respond to off-hour emergencies within 15 minutes of being contacted when on-call.

• Travel as required

• Other duties and projects as assigned by the management team.

PHYSICAL JOB REQUIREMENTS

(The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.)

General office environment; may be required to travel. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit (remain stationary within work area) and use hands to finger, handle, feel and reach. The employee is occasionally required to move about (stand, walk). The employee must occasionally lift and/or transport up to 10 pounds. Correctable vision required for close, distance, and color vision capabilities.

The above job description is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

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