Network Service Analyst

Network Service Analyst

Does this position interest you? You should apply – even if you don't match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work. This role is located in Columbus, OH and must be onsite at Safelite headquarters.

A Brief Overview

The Network Service Analyst supports Safelite/Belron's Global network infrastructure and is involved in the day-to-day operations (problem, change, incident, and service monitoring to ensure the highest quality of service and the smooth running of the network) as well as assisting with the BAU operation and roll-out of new installations. They understand the network solution and technology that is being managed by Global IT Network Services and engage with internal and external entities who will be providing the technical knowledge and support of the SD-WAN. The Network Service Analyst will assist in facilitating fault remediation bridges, driving customer-impacting incidents to resolution, and accurately communicate network status updates to internal customer-facing teams. This role interfaces primarily with service operations and business resources to identify network problems within the business and help support the TDA to identify a suitable technical solution.

What You Will Do

1. Utilize ServiceNow to diligently monitor the status of incidents and problems, ensuring timely and efficient management of tickets.
2. Conduct daily stand-up meetings with third-party teams to review open incidents, problems, and changes, ensuring proper planning and execution. Coordinate engineers' schedules and appointments at various sites.
3. Swiftly respond to and resolve network-related incidents reported by end-users or monitoring systems. Collaborate with our third-party network services supplier to identify root causes and implement effective solutions for incident resolution.
4. Play a pivotal role in supporting ongoing day-to-day network operations to guarantee continuous service availability and optimal performance.
5. Analyze ticket data to identify problem sites and distinguish between normal and abnormal events. Collaborate with Service Managers and Technical Design Authorities (TDA) to ensure incidents are thoroughly investigated and understood in partnership with the third-party provider.
6. Provide essential data for monthly Global Service Reviews to assess overall network performance and identify areas for improvement.
7. Implement proactive and reactive measures to maintain service continuity and enhance effectiveness.
8. Efficiently escalate network issues that require higher-level attention, ensuring management is promptly informed about any critical situations and their potential consequences.
9. Collaborate with the TDA and third-party providers to develop and maintain network-related documentation and information.
10. Take an active role in the deployment of new network installations, raising change requests in third-party systems, and collaborating with relevant teams to ensure successful implementation and integration of new network solutions.
11. Support the change management process during the planning stage, ensuring smooth transitions and minimizing disruptions.
12. Uphold policies, standards, procedures, and guidelines to maintain a secure and well-structured network environment.
13. Provide on-call support outside regular business hours when necessary to address urgent network issues and maintain high service availability.
14. Ensure all system-related changes adhere to the infrastructure Change Management process.
15. Effectively communicate network-related updates and changes to stakeholders in a clear and understandable manner.

What You Will Need

• Bachelor's Degree or equivalent experience required
• 1-3 years Relevant experience required
• Demonstrated commitment to customer satisfaction and a track record of delivering outstanding customer service, especially in high-pressure situations.
• A strong focus on continuous improvement, constantly seeking opportunities to optimize incident and problem management processes, leading to a reduction in future incidents and increased overall system reliability
• Experience in supporting and delivering services within a complex and geographically diverse organizational structure, showcasing adaptability and efficiency in varied environments
• Successful collaboration with third-party vendors, effectively utilizing their services to deliver a seamless and efficient service experience
• Enthusiasm for exploring data to understand how we can elevate service quality and enhance overall value
• Proficiency in coordinating and working with multiple support and resolver groups across a wide range of technologies, demonstrating strong communication and collaboration skills
• Experience in managing queues, with a focus on aged and high priority incidents, driving our third party to deliver fast resolution times

What You Will Get

• Competitive weekly pay and bonus opportunities.
• Total job benefits valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
• Tuition reimbursement per year.
• View all our health, wealth and life offerings at www.safelitebenefits.com.

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.