Operations Analyst

Operations Analyst II

The Operations Analyst II is responsible for assisting with the configuration and maintenance of the Firm's applications. The Operations Analyst II works closely with the IT Operations Manager and the Director of Information Technology and has regular interactions with all members of Information Technology as it relates to application deployment, stability, innovation, maintenance, and the full scope of its duties. The Operations Analyst II provides escalated support to team members, Help Desk, and end users.

Responsibilities:

• Troubleshoot cloud and on-premise application errors, isolate problems and determine possible solutions in a timely manner.
• Partner with other IT Operations team members to develop and implement resolutions to application errors and issues.
• Implement, integrate, and manage cloud and on-premise Firm applications.
• Deploy and integrate new applications and systems to both local and remote systems utilizing SCCM, Intune, and Ivanti.
• Manage application product lifecycle, inform on future changes that affect or may affect the Firm.
• Provide escalation support to the Help Desk.
• Provide after-hours support to the Help Desk and/or users as part of the escalation or on-call rotation.
• Provide support for other IT Operations team members for projects and task completion.
• Provision and decommission accounts in applications and platforms, including Active Directory and Microsoft Exchange Online.
• Manage and maintain the Active Directory environment.
• Address Microsoft Windows updates and security vulnerabilities and adhere to a strict patching SLA.
• Develop and maintain documentation related to all system support protocols and related responsibilities.
• Perform quality control testing practices and procedures for Firm applications to provide and maintain a reliable working environment.
• Develop, maintain, and manage relationships with vendors and consultants related to Firm's technologies.
• Assist with the evaluations and recommendations for Firm technologies.
• Manage projects independently.
• Support the creation of training materials for Firm applications.
• Perform other duties as assigned.

Competencies:

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Drives results: Consistently achieving results, even under tough circumstances.
• Situational adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Resourcefulness: Securing and deploying resources effectively and efficiently.
• Action-Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
• Tech-Savvy: Anticipating and adopting innovations in business-building digital and technology applications.

Requirements:

• Possess a strong understanding and demonstrated experience with several of the following:
• Microsoft 365 technologies including Office 365, SharePoint Online, Exchange Online, Dynamics, and Power Automate.
• Azure and Entra ID technologies.
• Microsoft Windows 11 operating system.
• Microsoft Windows server operating systems.
• Proficiency in automation scripting, including PowerShell.
• Cloud collaboration technologies (such as OneDrive for Business, Box).
• Remote desktop technology (Azure Virtual Desktop, Citrix, RDP, Beyond Trust).
• Application packaging and deployment systems (Intune, Microsoft Endpoint Manager, MSI packagers).
• Metadata management software.