IT Customer Care Operations Analyst - Full-time / Part-time

Req ID: 65081

BASIC PURPOSE: The IT Customer Care Operations Analyst will spearhead ITIL Service Transition, Operation, and Continual Service Improvement within the Love's IT Department.  The ideal candidate will be an excellent oral and written communicator with the utmost customer service and professionalism.  It will also require extensive teamwork in working with other groups to resolve complex technical issues.

 

MAJOR RESPONSIBILITIES:

• Responsible for championing and promoting ITIL principles within IT working to align current process with best practices
• Functional owner of systems that enable ITIL processes such as Incident Management, Change Management, CMDB, and Problem Management tools
• Leads the Change Management effort throughout IT to reduce risk and deliver continuous service.  This includes review and scheduling of changes, timely communication with technical and business units, coordination with the Change Approval Board, maintaining the Change Calendar, etc.
• Ensures participation in the Change Management process by working with teams/individuals to educate them in the process and handles onboarding of new employees into the process.
• Identifies undocumented changes and reports them to the manager responsible for the change.
• Fully develops and documents the application environment, owners, escalation points, outage windows, etc. and ensures that the information has clearly defined ownership throughout the environment and is being maintained continually.
• Compiles and maintains requirements to enable ITIL processes in a fast changing environment.
• Serves as Problem Manager to lead the effort to resolve global incidents.  This would include escalation responsibility, coordination of technical resources, communication of resolution status, etc.
• Assists with official communications from the Corporate IT Department including informational messages, potential and actual outages, and other important details.
• Responsible for updates to Executives and key stakeholders during the Problem Management lifecycle
• Works with helpdesk and Tier II support teams to identify recurring problems and promote Problem Management within the organization
• Follow up with Technical Leads on corrective actions laid out in the Root Cause Analysis as part of the Continuous Improvement cycle.
• Ensure that a follow-up Root Cause Analysis is performed by the team responsible for any major outage working with the manager in that area.
• Receive and respond to after hour calls and/or e-mails regarding technology problems whenever necessary.
• Other duties assigned as needed.

 

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Hard skills: Intermediate to Expert knowledge of ITIL processes; ability to read and understand technical manuals, procedural documentation and OEM guides; technical writing ability to develop knowledge base articles and root cause analysis; ability to break down complex problems into manageable tasks.

• Soft Skills: Strong customer service orientation; effective interpersonal and relationship-building skills; strong written and oral communication skills; analytical and problem-solving abilities, with keen attention to detail; self-motivated and directed, with the ability to effectively prioritize and execute tasks under littler supervision; experience working in a team-oriented, collaborative environment; Demonstrated ability to read and write fluently in English.

• Typical Physical Demands:

• On-call availability as needed.

• Requires prolonged sitting, some bending and stooping.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Manual dexterity sufficient to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Requires normal range of hearing and vision.

 

 

PREFERRED EDUCATION, EXPERIENCE AND SKILLS:

• Education:
  • REQUIRED:    Bachelor's Degree in the field of Computer Science/Management of Information Systems OR

Associate's Degree in the field of Computer Science/Management of Information Systems with 3 years of IT customer service experience OR 5 years of IT customer service experience

• REQUIRED:    ITIL Foundation for Service Management Certification

• PREFERRED:      ITIL Managing Through the Lifecycle OR ITIL Expert OR ITIL Advance Service Management Professional Diploma
• Experience:
  • REQUIRED:    3 years in a customer facing IT leadership role executing within ITIL framework
  • REQUIRED:    Previous experience in a 24x7x365 IT Operations environment
  • PREFERRED:   8 years in a customer facing IT support role

Job Function(s): Information Technology

Founded in 1964 by Tom Love, Love's Family of Companies is headquartered in Oklahoma City, Oklahoma, and remains entirely family owned and operated. With more than 300 locations in 40 states, Love's approximate growth rate is 20 stores per year. Love's has consistently ranked in the top 10 on Forbes' Magazine's annual listing of America's largest privately held companies. From the first filling station in Watonga, Oklahoma, the Love's commitment has remained the same: "Clean Places, Friendly Faces."