IT Operations Analyst
IT Operations Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
About CooperSurgical
CooperSurgical is a leading fertility and womens healthcare company dedicated to putting time on the side of women babies and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to womens healthcare providers including testing and treatment options.
CooperSurgical is a whollyowned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical headquartered in Trumbull CT produces and markets a wide array of products and services for use by womens health care clinicians. More information can be found at .
Summary
Primarily responsible for the resolution and coordination of all Service Management tickets across assigned IT support and liaises with specialist system support teams. Performing onsite and remote analysis and resolution of incidents for internal customers. Procures installs configures tests maintains and troubleshoots client computing hardware and software. Provides effective management of the customer experience during the entire support in handling complex incidents/tickets mentoring Service Desk analyst proactively identifying problems/solutions and implementing solutions.
Responsibilities
Essential Functions & Accountabilities:
- Procures installs configures tests maintains and troubleshoots client computing hardware and software.
- Identify problems devise and deliver proactive solutions to enhance quality of service and to prevent future problems. As required analyze and highlight incident trends.
- Supports the implementation of regional and global IT projects. Provides related incident resolution supporting service transition.
- Administers enterprise class IT systems and tools including highly virtualized client computing environments.
- Provide onsite and remote Service Management support to users involving complex incident resolution and request fulfillment to meet published SLAs.
- Acts a mentor to Service Desk Analyst to assist in troubleshooting complex tickets that come through system should the IT service desk analyst not have appropriate access for resolution.
- Manage the client computing hardware and software lifecycles through obsolesce process andprovides effective IT Asset Management.
- Create and maintain knowledge documents usage guides and FAQs for both IT and business team members. Develop and deliver user training.
- Escalate and collaborate with specialized teams supporting the client computing infrastructure and systems as needed.
- Maintain and develop professional and technical knowledge by attending educational workshops training events reviewing applicable technical materials.
- As business needs dictate works extended hours to complete daily department goals or tasks to as well as participating in the IT On Call support rotation.
- While following the Service Management process ensure all incidents and requests from customers are accurately updated within the Service Management tool.
- Escalate tickets in accordance with IT procedures.
- Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
- Promotes user adherence to the organizations IT policies.
- Liaise with global thirdparty vendors as needed.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Performs other duties as assigned.
Qualifications
Qualifications
Knowledge Skills and Abilities:
- Excellent technical knowledge of client computing hardware and software including Microsoft Windows Microsoft Office (and related products/cloud services) Active Directory Services Systems Management and Deployment.
- Working technical knowledge of current protocols operating systems and standards.
- Technical knowledge of mobile devices.
- Ability to read and understand technical manuals procedural documentation and guides.
- Ability to conduct research into technical problems and products as required.
- Proven analytical and problemsolving abilities.
- Strong customer service orientation at ease liaising with all levels of the business.
- Comprehensive written verbal and interpersonal communication skills.
- Ability to present ideas in business and customerfriendly language.
- Proficient in conducting group and/or individual user training.
- Ability to effectively organize prioritize and execute tasks in a highpressure environment.
- Extremely teamoriented and skilled in working within a collaborative environment.
- Ability to collaborate with resources within multiple business support teams.
Work Environment:
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard mouse hand tools and to handle other computer components.
- Lifting and transporting of moderate to heavy objects such as computers and peripherals.
Experience:
- Extensive support experience with current client computing operating systems and applications.
- Familiarity with the principles of ITIL Service Management.
- Proven track record of delivering against SLAs and Service Management targets.
- Experience supporting hardware including laptops desktops mobile devices peripherals etc.
- Familiarity with IT procurement processes preferred.
Travel:Occasional travel to other sites <10.
As an employee of CooperSurgical youll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck we offer a great compensation package medical coverage 401(k) parental leave fertility benefits paid time off for vacation personal sick and holidays and multiple other perks and benefits. Please visit us at to learn more about CooperSurgical and the benefits of becoming a member of our team.
To all agencies: Please no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical viaemail the internet or in any form and/or method will be deemed the sole property of CooperSurgical unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired no fee or payment of any kind will be paid.
We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. We are proud to be an equal opportunity workplace.
Required Experience:
IC
Employment Type
Full-Time
