The Operations Analyst manages service delivery provides tier-1 support analyzes operations for service improvement and collaborates with stakeholders. They ensure compliance with SLAs and communicate effectively with customers and 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. Job Description The primary purpose of this position is to perform technical tasks which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures guidelines schedules and checklists.
What you will do:
* Service Delivery - 60% 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.
* 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.
* Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement.
* Review operations business processes for ability to address customer needs identifying areas where processes need to be enhanced or better documented.
* Design - 10% 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 stakeholders on creation/streamlining of support processes.
* Leadership
* 10%
* Job
* Weight
* Enable and Lead Change Service Recoveries Projects and/or Co-workers. Engage in communication that drives understanding alignment and informed decision making.
* Hold self and others accountable for 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.
* Constructively communicate process improvement opportunities such as but not limited to customer support documentation support workflows coverage model changes and implementation of new tools and technology.
What we expect of you:
* Associate Degree in Computer Science Management Information Systems Information Technology Engineering Mathematics or a related field at least 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program
* OR
* 2 years college coursework in a technical field at least 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program
* OR
* 2 years total Information Technology experience to include 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program.
* 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.
* Experience with one or more of the following technologies:
* IBM Power i (System i) systems and associated peripheral hardware and software
* 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.).
* Experience in monitoring applications such as ScienceLogic Nimsoft Unified Management Automate or similar.
* Experience in help desk applications such as ServiceNow Service Desk Express (SDE) Remedy Heat or similar.
* Experience in a managed services environment a plus. Pay Range: $24.39/hour - $38.93/hour depending on experience and skill set. Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity a learner's mindset and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner openness to experimentation and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore adapt and grow with us as we integrate AI responsibly and effectively into our work.
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity a learner's mindset and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner openness to experimentation and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore adapt and grow with us as we integrate AI responsibly and effectively into our work.Additionally CDW is committed to fostering an equitable transparent and respectful hiring process for all applicants. During our application process our goal is to understand your experience strengths skills and qualifications. As an AI forward company we see AI not just as a tool but as a catalyst for new ways of thinking creating and communicating. We encourage candidates to embrace an AI mindset one that's curious adaptive and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story while ensuring your application remains rooted in your own background judgment and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses government education and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust speaking candidly and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious moving fast and continuously learning. We believe meaningful work happens when people feel supported heard and empowered to contribute. That's why we think of ourselves as coworkers not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack full-lifecycle technology partner CDW brings deep expertise strong relationships and broad industry knowledge to help turn ideas into outcomes. When you join CDW you become part of a collaborative environment where your work matters your growth is supported and your contributions help shape what's next. Together we deliver the full promise of what technology can do.
* Together we Make Amazing Happen.
* 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.