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IT Operations Analyst

Apply now Job no: 510317
Position type: Staff Full Time
Campus: UMass President's Office
Campus Location: South St Shrewsbury
Department: UITS-Operations/ProductionSrvc
Categories: Information Technology
Advertised: Eastern Daylight Time
Applications close:

Job Summary:

University Information Technology Services (UITS) of the University of Massachusetts System Office (UMSO) is seeking a detail-oriented IT Operations Analyst with strong operations experience and an ability to effectively collaborate across teams and departments. You will participate in the day-to-day operational support and service delivery of the IT infrastructure by monitoring and responding to IT Infrastructure incidents through the incident tracking system.

Essential Functions:

Operations Monitoring

  • Using BMC Ctrl-M software and PeopleSoft to monitor and respond to events based on instructions as necessary
  • Perform basic scheduling functions within Ctrl-M, working with Applications teams as needed
  • Proactive monitoring of operating systems, databases, servers and network devices using supplied tools
  • Perform daily checklists to ensure health of systems and applications.
  • Maintain and complete turnover reports
  • Enter cases as needed using the department ticketing system
  • Analyze, triage and troubleshoot alarms received by internal and external monitoring
  • Escalate events and incidents as needed, including setting up and managing major incidents when necessary
  • Provide backup Help Desk support, logging calls, troubleshooting and escalating as necessary
  • Assist with gathering and documenting our monitoring requirements and facilitate regular reviews of existing requirements to assure integrity of procedures
  • Adhere to operating procedures and standards

IT Service Management

  • Regularly and consistently lead and communicate major incidents to customers and management
  • Assist with maturing our service management practices by providing statistics, suggestions, and enhancement opportunities
  • Collect, process and summarize data, including IT incident, change and problem management data
  • Support and assist with creating dashboards, reports and queries to improve IT processes
  • Review defined key performance indicators regularly to calculate productivity and process improvement
  • Routinely review work intake requests and queues for adherence and follow up to procedures
  • Assist with maintaining our service portfolio, including service attributes and agreements

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience):

  • Associates or Certificate degree in a technical, scientific or Information Technology discipline or equivalent
  • Two years minimum of hands-on data center or IT Operations work experience in a large-scale environment
  • Experience with monitoring batch scheduling software – BMC Ctrl-M software is a plus
  • Understanding of IT incident, change, problem and service request management
  • Proficient oral and written skills
  • Interpersonal skills with the ability to work effectively within a team frame-work with a customer service focus
  • Must be willing to work occasional night and/or swing shifts, including weekends

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience):

  • Five plus years minimum of hands-on data center or Help Desk work experience in a large-scale environment
  • Experience with enterprise level monitoring solutions, such as HP Open View or Tivoli – OEM preferred
  • Experience within a PeopleSoft environment is a plus
  • Experience coordinating and managing off hours bridge calls
  • ITIL certification preferred
  • Strong knowledge of SQL, Microsoft Access and Excel reporting
  • Experience with Tableau and other data analysis tools a plus

Working Conditions:

  • Typical office environment
  • Potential for work at home based on UMSO policy
  • Work schedule: Monday – Friday 8:00a-4:00p

Additional Details:

Salary range: $34.93 - $38.17/hr.  Final salary will be commensurate with experience.

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The University of Massachusetts is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.