**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 crucial role in shaping the future of our web and cloud application development. If you're a motivated and detail-oriented individual with a passion for IT, we want to hear from you. **About arenaflex** arenaflex is a leading company in the private sector, renowned for its commitment to its employees and the community. Our company culture is built on a foundation of mutual respect, open communication, and a willingness to learn and grow. We're proud to be recognized as one of the best companies to work for, and we're excited to welcome talented individuals like you to our team. **About the Role** As an IT Operations Analyst, you will be responsible for defining, capturing, and approving IT requirements and other artifacts to ensure accurate communication. You will create key team expectations and dashboards, report and manage risks, issues, assumptions, and dependencies affecting operational support efforts. Additionally, you 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 solutions; ensure newer solutions won't negatively impact current support responsibilities * Manage the incident and issue management cycle and colleagues involved in resolving the incident and issue * Answer reported incidents and initiate the incident management process * Remediate deviations from the current incident management process * Act as the resource for each significant incident * Analyze internal IT client 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 to key performance indicators (KPIs); improve metrics and services to our members and partners * Identify and report incident and issue patterns and progress * Ensure ideal, clear communication regarding high-priority issues with the appropriate partners * Work closely 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 presentations as needed * 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 leadership are informed about the incidents' status at regular intervals * Ensure the conclusion of all resolved and end clients confirmed the incident records * Establish continuous cycle execution, activities, roles, and responsibilities, and processes are audited and improved as necessary * Collaborate with issue management to ensure effective transition 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 improve service delivery efforts * Create, 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 * Partner 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 able to work well with individuals at all levels * Ability to lead monthly meetings with partners to drive increased availability in identified patterns * 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 perspectives * 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 available to help business needs, flexing as necessary * Great 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 is a remote-friendly company, and this role will be performed from home. We offer a dynamic and collaborative work environment, with a focus on innovation, creativity, and continuous learning. Our company culture is built on mutual respect, open communication, and a willingness to grow and develop as individuals and as a team. **Compensation and Benefits** arenaflex offers a competitive salary, ranging from $20-$30/hour, depending on experience. We also offer a range of benefits, including: * Comprehensive health insurance * 401(k) matching program * Paid time off and holidays * Professional development opportunities * Flexible work arrangements **How to Apply** If you're a motivated and detail-oriented individual with a passion for IT, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment, where everyone has the opportunity to grow and succeed. Apply for this job