**Experienced IT Operations Analyst – Web & Cloud Application Development**

Join arenaflex, a dynamic and innovative company, as we embark on a significant digital transformation journey. As an IT Operations Analyst, you will play a critical role in shaping the future of our web and cloud application development. If you're passionate about technology, customer satisfaction, and continuous improvement, we encourage you to apply for this exciting opportunity.

• *About arenaflex**

arenaflex is a leading private organization renowned for its commitment to its employees and the community. Our company culture is built on the principles of generosity, community involvement, and a strong sense of purpose. We have been recognized by various publications, including Bloomberg and Forbes, for our unique approach to business and our dedication to making a positive impact.

• *Our Digital Transformation Journey**

arenaflex is at the forefront of the digital revolution, and our IT team is driving this change. We're looking for talented individuals like you to join our team and contribute to the development of our web and cloud applications. As an IT Operations Analyst, you will be part of a dynamic team that is passionate about innovation, customer satisfaction, and continuous improvement.

• *Job Summary**

The IT Operations Analyst will be responsible for defining, capturing, and approving IT requirements and other artifacts to ensure accurate communication. This role will also involve creating key team expectations and dashboards, reporting and managing risks, issues, assumptions, and dependencies affecting operational support efforts. Additionally, the IT Operations Analyst will create and implement legal/compliance, operational controls, and related metrics to measure success.

• *Key Responsibilities**

• Define, capture, and approve IT requirements and other artifacts to ensure accurate communication
• Create key team expectations and dashboards
• Report and manage risks, issues, assumptions, and dependencies affecting operational support efforts
• Create and implement legal/compliance, operational controls, and related metrics to measure success
• Develop and execute guidelines, processes, and procedures for new technology implementations; ensure new implementations won't negatively impact current support responsibilities
• Manage the incident and issue management process and collaborate with team members involved in resolving incidents and issues
• Respond to reported incidents and initiate the incident management process
• Remediate deviations from the current incident management process
• Serve as the primary point of contact for significant incidents
• Analyze internal IT customer requirements and needs while initiating operational support and delivery efforts
• Participate in regular reviews for service, planning, and delivery capabilities
• Ensure incidents that are not immediately resolved are properly raised by defined service level agreements (SLAs)
• Drive key performance indicators (KPIs); improve metrics and services to our customers and partners
• Identify and report incident and issue patterns and progress
• Ensure ideal, clear communication regarding high-priority issues with the appropriate partners
• Collaborate with the incident owner to ensure incident escalation processes are in accordance with the overall incident management processes
• Manage and track provider performance; use approved contractual terms for accountability
• Create and direct situation-specific presentations
• Address the initial phase of acceleration for incidents
• Screen and examine incidents reported to ensure that SLAs are met, RCAs are prepared, and preventive actions are established
• Identify, initiate, schedule, and conduct incident audits
• Ensure clients and management are informed about the status of incidents at regular intervals
• Ensure the conclusion of all resolved and end-client-confirmed incident records
• Establish continuous cycle execution, practices, roles, and responsibilities, and processes are audited and improved as necessary
• Collaborate with issue management to ensure effective transfer of incidents into issue examinations
• Ensure RCA is prepared and schedule RCA reviews with the teams worked on the incident
• Record all details and timeline of key components during incident management span calls
• Continuously pursue service improvement initiatives
• Develop, maintain, and report SLA and KPIs
• Identify and report incident patterns and progress
• Ensure the team and other partners in the call understand the business impact
• Collaborate with appropriate business and IT partners to determine root cause and issue ID, and as necessary, improvement identification for future development work
• Support web-based business releases for both pre- and post-release activities

• *Requirements**

• Exceptional verbal and written communication skills; ability to create accurate, concise communication; ability to create and direct presentations
• Strong demonstrated interpersonal skills and ability to work well with individuals at all levels
• Ability to lead monthly meetings with partners to drive increased availability in identified trends
• Meticulous and strong analytical skills, with the ability to investigate what's happening for potential future issues
• Coordinated and careful, with a commitment to see everything through to completion
• Mentally curious nature with the ability to be open to differing opinions
• Mindful, scrupulous, and have an enthusiasm for excellence – positive “can-do” attitude
• Imaginative, inventive, and very responsive in regard to improving quality and ways in which it can be accessed to the next level
• Extremely responsive and accessible to help business needs, flexing as necessary
• Strong understanding of corporate IT policies, procedures, and standards

• *Nice to Have**

• Knowledge of ServiceNow
• Experience with analytical examination and reporting
• Knowledge of multiple Costco business areas from an IT perspective
• Knowledge of the Service Desk or Call Center business processes
• IT Service Management Library (ITIL) V3 Foundation certification
• Related knowledge with the IT Service Management software

• *Work Environment and Culture**

arenaflex offers a dynamic and innovative work environment that is passionate about technology, customer satisfaction, and continuous improvement. Our company culture is built on the principles of generosity, community involvement, and a strong sense of purpose. We're committed to making a positive impact on our customers, employees, and the community.

• *Compensation and Benefits**

arenaflex offers a competitive compensation package, including a salary range of $20-$30/hour, depending on experience. We also offer a range of benefits, including health insurance, retirement plans, and paid time off.

• *How to Apply**

If you're passionate about technology, customer satisfaction, and continuous improvement, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.