IS Operations Analyst II

The Operations Analyst II is responsible for monitoring and following runbooks supporting IS Infrastructure and applications, working closely with other teams upon discovery. In addition they will deliver quality customer service and performing daily incident and task management. This role supports the day-to-day operations of the data center and monitoring of environmental infrastructure. The areas of responsibilities include completion of assigned incidents and tasks, responding to monitoring alerts, updating monitoring systems, troubleshoot and document technical issues, and interface with end users and business customers. The Operations Analyst II will also work closely with the Service Delivery team to backup in the incident, problem, change processes as requested. This position must coordinate and communicate with other IS resources who are assigned to support application issues and project tasks. They also work with vendors on network and application issues and act as a liaison between technical teams and vendors to drive resolution of issues.

• Onsite coverage required to follow established run books while monitoring application and infrastructure environments. This support includes but is not limited to, application, end user hardware and software, network connectivity and data center systems. Other tasks such as physical walk-throughs, data center tape rotations and pickup coordination will be handled by this role.
• Recommend and coordinate updates or creation of needed runbooks, communicating with leads and leadership when assistance needed. Work closely with other team members to ensure changes and or additions are communicated to team and others.
• Own resolution of alerts, end-user reports and escalations, by following proper escalation procedures as needed, work closely with external vendors or other IS resources, including service delivery, to ensure resolution. Keeping those impacted updated until resolved to satisfaction.
• Frequently exceed service level objectives by performing proactive review of open incidents and tasks to ensure service level objectives and are met. Keeping impacted up to date with updates.
• Follow guidelines and training as new or updated monitoring responsibilities are on boarded to the Network Operations Center. Work closely with Lead or Leadership to ensure training documentation is is up to date for new colleagues. Assist with training as requested.
• Frequently exceed quality levels by logging all issues promptly and accurately with detailed up-todate information. This includes the creation and logging of incidents and email communications.
• Engage with others to provide timely communication and escalation of customer impacting problems. Initiate escalation, as appropriate, to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
• Has good understanding of the incident and problem and change process assisting with backup coverage as requested.
• Submit and follow the change management process for Internet Service Provider
• Engage with Lead to develop and facilitate onboarding of new Operations staff.
• Provide end user support by following phone and incident management guidelines to answer, document, and resolve or escalate Solution Center calls when scheduled to handle Solution Center overflow.
• At shift start and end, perform an effective hand off to Network Operations Center colleagues on all open issues, which includes a review of outstanding issues, status, communication requirements towards resolution.
• Scheduling flexibility is required and consistent adherence to schedule is expected as the Network Operations center is responsible for onsite coverage of the Data Center 24 hours a day, 365 days a year. Flexibility and willingness to adjust work schedule or cover colleagues' PTO, with appopriate coodination, is expected.
• Contribute ideas and suggestions for improving policies and procedures, as well as participate in relevant information sharing discussions.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Education/Credentials
Education Level: Associate Degree
Degree must be from an accredited college or university.
Experience in lieu of required education is acceptable: Yes

Job-Related Experience
Customarily has at least the following experience: 3 years

Job-Related Skills/Competencies

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Customer service orientation
• Excellent verbal and written communication skills
• Ability to work independently with minimal direction, as well as being part of a team
• Excellent analytical and problem solving skills are essential.
• Ability to work with multiple teams and vendors to drive resolution
• Resourceful - utilize all tools, expertise and knowledge bases to drive resolutions
• Must possess a personal sense of urgency
• Ability to effectively multi-task and prioritize
• Excellent time management and organizational skills
• Attention to detail
• Dependable to consistently fulfill shift and schedule expectations
• Ability to think outside the box
• Willingness and ability to adapt to change