The Sr. Operations Analyst oversees managed services tasks, ensures service delivery, analyzes incidents for trends, and leads quality improvement projects while providing customer support and guidance to team members.
Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
* Job Summary
* The primary purpose of this position is to perform technical tasks related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists. This role also performs analysis of Operations incidents, problems, and opportunities; design process and technical solutions to address services issues and continually improve MS Operations performance.
* What you will do:
* Service Delivery - 40% Job Weight
* Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.
* Delivers services within defined SLAs and security/compliance requirements and completes/ensures completion of daily operational documentation and transfers knowledge to next shift.
* Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate.
* Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately.
* Ensures issues are communicated to customers in a timely and effective manner.
* Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues.
* Analysis - 20% Job Weight
* Study, interpret, and develop a thorough understanding of incidents, problems and opportunities through systematic analysis, such as but not limited to analyzing data to identify trends and opportunities for service improvement, regularly review reporting from monitoring and ticket applications, reviewing operations business processes for ability to address customer needs and identifying areas where processes need to be enhanced or better documented.
* Design - 20% Job Weight
* Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions.
* Partner with the stakeholders on pre-sales support and transition activity and design and scoping of services.
* Leadership
* 20%
* Job
* Weight
* Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making.
* Monitor performance and coach team members to ensure quality & timeliness of work products.
* Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner. Ensure understanding, listen to concerns, and relay team feedback to management.
* Lead projects such as, but not limited to process improvements, coverage model changes, and implementation of new tools and technology as well as actively lead the team during Service Recoveries and escalated customer situations.
* Provide off-shift telephone support during escalated situations.
* What we expect of you:
* Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 3 years of Information Technology work experience,
* OR
* 2 years college coursework in a technical field, at least 3 years of Information Technology work experience,
* OR
* 5 years total Information Technology experience, to include 3 years of Information Technology work experience.
* The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays and overtime.
* Demonstrated ability in the following:
* Accountability and result oriented.
* Attention to detail.
* Collaborating 360 degrees.
* Adaptability and flexibility in dealing with people and unexpected situations.
* Multi-tasking and working under minimal supervision.
* Proficient verbal and written communication skills.
* Excellent customer service skills.
* Establishing positive working relationships and working as a team player.
* Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
* Providing day-to-day guidance to less senior-level team members.
* Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar, as well as help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.
* Experience in a managed services environment, a plus. Pay range: $ 30.00 to $ 45.00 hourly, depending on experience and skill set Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differential
* About us
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, genetic information, gender, sexual orientation, gender identity, citizenship status, protected veteran status or any other characteristic protected by law.
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
* Job Summary
* The primary purpose of this position is to perform technical tasks related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists. This role also performs analysis of Operations incidents, problems, and opportunities; design process and technical solutions to address services issues and continually improve MS Operations performance.
* What you will do:
* Service Delivery - 40% Job Weight
* Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.
* Delivers services within defined SLAs and security/compliance requirements and completes/ensures completion of daily operational documentation and transfers knowledge to next shift.
* Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate.
* Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately.
* Ensures issues are communicated to customers in a timely and effective manner.
* Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues.
* Analysis - 20% Job Weight
* Study, interpret, and develop a thorough understanding of incidents, problems and opportunities through systematic analysis, such as but not limited to analyzing data to identify trends and opportunities for service improvement, regularly review reporting from monitoring and ticket applications, reviewing operations business processes for ability to address customer needs and identifying areas where processes need to be enhanced or better documented.
* Design - 20% Job Weight
* Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions.
* Partner with the stakeholders on pre-sales support and transition activity and design and scoping of services.
* Leadership
* 20%
* Job
* Weight
* Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making.
* Monitor performance and coach team members to ensure quality & timeliness of work products.
* Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner. Ensure understanding, listen to concerns, and relay team feedback to management.
* Lead projects such as, but not limited to process improvements, coverage model changes, and implementation of new tools and technology as well as actively lead the team during Service Recoveries and escalated customer situations.
* Provide off-shift telephone support during escalated situations.
* What we expect of you:
* Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 3 years of Information Technology work experience,
* OR
* 2 years college coursework in a technical field, at least 3 years of Information Technology work experience,
* OR
* 5 years total Information Technology experience, to include 3 years of Information Technology work experience.
* The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays and overtime.
* Demonstrated ability in the following:
* Accountability and result oriented.
* Attention to detail.
* Collaborating 360 degrees.
* Adaptability and flexibility in dealing with people and unexpected situations.
* Multi-tasking and working under minimal supervision.
* Proficient verbal and written communication skills.
* Excellent customer service skills.
* Establishing positive working relationships and working as a team player.
* Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
* Providing day-to-day guidance to less senior-level team members.
* Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar, as well as help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.
* Experience in a managed services environment, a plus. Pay range: $ 30.00 to $ 45.00 hourly, depending on experience and skill set Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differential
* About us
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, genetic information, gender, sexual orientation, gender identity, citizenship status, protected veteran status or any other characteristic protected by law.
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
Top Skills
Automate
Heat
MS Office
Nimsoft
Remedy
Sciencelogic
Service Desk Express
Servicenow
Similar Jobs at CDW
Artificial Intelligence • eCommerce • Information Technology • Internet of Things • Automation
The Business Manager drives engagement and revenue growth by managing partnerships and executing strategies specific to State and Local markets while coaching junior team members.
Top Skills:
MS Office
Artificial Intelligence • eCommerce • Information Technology • Internet of Things • Automation
The Instructional Designer will design and implement development programs, manage stakeholder relationships, and evaluate learning effectiveness. Requires collaboration and project management skills.
Top Skills:
Instructional DesignLearning Technology ToolsProject Management
Artificial Intelligence • eCommerce • Information Technology • Internet of Things • Automation
This role involves designing and implementing learning programs, collaborating with stakeholders, managing projects, and evaluating effectiveness for workforce development.
Top Skills:
Curriculum DevelopmentInstructional DesignProject ManagementTraining Technology Tools
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
