Technology Operations Analyst
Technology Operations Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
The Technology Operations Analyst is responsible for working and liaising with AGS Program Office (PO) Teams to successfully sustain and evolve the technologies critical to the success of AGS client programs. This position includes developing a strong partnership expertise and oversight with specific Technology Partners to ensure they strive for world class service and remain committed to continuous improvement in their products and services to help AGS achieve both shortterm and longterm Client business objectives.
This position will be recognized as the technical subject matter expert for the specific technology. Analyze reoccurring technology incidents and identify areas of operational efficiencies for program improvements and growth to provide strategic consultation or resolution to AGS PO Clients and Technology Partners. This role is an AGS Technology Operations strategic position meant to drive significant improvements in PO processes technologies operations efficiencies and profitability.
Responsibilities
- Support new user administration including internal and external user provisioning
- Maintain internal and external process documentation to support user provisioning
- Support user security updates including user role permissions and Identity management
- Understand the business operations goals and strategies of all POs for their assigned VMS technology and contribute to their success.
- Works closely with Technology Partners to align and lead them toward AGS Client objectives account goals and priorities.
- Acts as the escalation point for the POs about the VMS technology.
- Collaborates with other Professional Services team resources to serve our POs and Clients better.
- Establishes open communications with Technology Partners and PO teams.
- Provides bestinclass solutions and expertise for all technology support processes incidents and service requests.
- Is consulted and supports the Technology Operations workstream for new program implementations technology implementations and program expansions.
- Leads the planning facilitation and communication activities for significant technology releases for assigned accounts to ensure quality.
- Overall oversight for all technology service requests (enhancements configuration changes etc. for their specified technology accounts to ensure appropriate levels of documentation planning vetting prioritization and testing to ensure quality implementation.
- Facilitates and participates in Client meetings around VMS technology issues demos or future service requests as required by the PO.
- Conducts Operational Assessments with the Technology Partner and PO on identified Client accounts. Responsible for driving agreedupon deliverables.
- Analyze overall incidents and service requests to identify gaps in functional areas to drive problem resolution for items identified
Qualifications :
Education Qualifications and Skills
- Strong organizational skills including task and time management
- Proven track record of strong relationshipbuilding and customerfacing support
- Ability to manage and prioritize multiple tasks and responsibilities
- Strong verbal and written communication skills
- Comfortable with virtual interaction with users and the internal team
- Comfortable interacting with internal and external users/clients at varying levels
- Salesforce or CRM ticketing tool experience a plus
- Customer service and/or help desk experience a plus
- Familiarity with Systems Development Life Cycle (SDLC) methodologies.
- Knowledge of process modeling techniques and protocols.
- Experience with the standard technologies utilized by AGS VMS engagements (ex. Beeline Fieldglass IQNavigator Salesforce SharePoint etc..
- Ability to design create and execute a project plan.
- Ability to design/create processes and procedures and assist others in implementing them.
- Proficient with Microsoft Office Products such as Excel Word PowerPoint Project Outlook and Internet Explorer.
- Strong conceptual analytical and problemsolving ability.
- Selfstarter with the ability to quickly learn new technologies and effectively apply them to business processes.
- Ability to identify training needs for nontechnical teams and coach accordingly.
- Ability to work with a diverse team of resources from AGS our Technology Partners and our Clients and reach consensus resolution on issues.
- Ability to simultaneously manage multiple tasks at once.
- Ability to adapt quickly and possess flexibility when working in a constantly evolving field.
Behaviors
- Completed Bachelors Degree required.
- Supervisory or management experience or a strong acumen for leadership
- Experience with AGS or other staffing companies
- MSP experience is a plus.
- Projects strong confident image to AGS PO Clients and Technology Partners.
- Must have experience with utilizing and managing one or more SAAS technologies.
- Experience in an environment with high call volume is preferred.
- Previous software administration and support experience.
- Proficient to advance in Microsoft Office products.
- Ability to travel as needed
Additional Information :
As a workplace we focus on relationships with each other our clients and our candidates in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate who force us to be better. Everything we do sits on a pillar of diversity diverse perspectives backgrounds and ideas drive innovation and make us successful.
See what its like to work at AGS by searching #LifeAtAGS on any social network.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
