Service Operations Analyst

Salary: $60,000 to $70,000

CMIT Solutions of Boston/Cambridge is the premier IT services franchise in the US. Our goal is to be the preferred IT business partner of small to medium sized businesses by offering technical leadership and services to our customers with a focus on providing innovative solutions and delivering exceptional customer service.

The Service Operations Analyst provides administrative support across departments to ensure efficient operations and timely task execution. This role demands strong organizational skills, attention to detail, and adaptability in a fast-paced environment. Acting as a key operational link, the position supports leadership and teams through coordination of administrative, reporting, and compliance activities, enabling informed decisions and streamlined business processes.

Core Duties:

Operational Support & Coordination:

• Act as a central resource for managers and teams, facilitating workflows and ensuring timely delivery of organizational priorities.

Performance Monitoring & Insights:

• Oversee the collection, review, and interpretation of service performance data and executive-level reporting to identify trends, gaps, and opportunities for improvement.

Compliance & Audit Readiness:

• Support regulatory and vendor audit processes through accurate data collection and documentation, maintaining organizational compliance standards.

Information Management & Communication:

• Manage the distribution of critical communications and reports, ensuring stakeholders receive accurate and timely information.

Leadership Engagement:

• Prepare agendas, summaries, and briefing materials for executive meetings, contributing to strategic alignment and informed leadership discussions.

Responsibilities:

Administrative Support

• Serve as the primary point of contact for general administrative needs across departments.
• Manage calendars, schedule meetings, and coordinate logistics for leadership and team activities.
• Maintain organized records and documentation for easy retrieval and compliance.

Reporting & Data Management

• Compile and review executive summary reports and service performance metrics.
• Track and analyze Service Desk utilization and satisfaction survey results.
• Prepare dashboards or summaries for leadership to support data-driven decisions.

Compliance & Audit Preparation

• Collect and validate data for property vendor audits and other compliance requirements.
• Ensure timely and accurate submission of audit-related documentation.

Communication & Information Distribution

• Assemble and distribute monthly communications, reports, and updates to stakeholders.
• Maintain version control and ensure clarity in all distributed materials.

Meeting Coordination

• Prepare agendas, briefing materials, and follow-up documentation for leadership meetings.
• Support meeting logistics and ensure alignment with organizational priorities.

Experience & Skills Requirements:

• Proven ability to manage operational support functions in a fast-paced environment.
• Strong organizational and time-management skills with attention to detail.
• Experience in compiling, analyzing, and interpreting performance data and executive-level reports.
• Ability to coordinate cross-functional activities and maintain compliance documentation.
• Excellent written and verbal communication skills for preparing reports and executive summaries.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and familiarity with data visualization tools.

Qualifications:

• Bachelors degree in information systems or a related field, or equivalent work experience, plus 3+ years of relevant experience.

Preferred Skills:

• Experience with Service Desk platforms (e.g., AutoTask, ConnectWise, ServiceNow) and reporting tools.
• Knowledge of audit processes and vendor compliance requirements.
• Ability to adapt to evolving responsibilities and contribute to process improvement initiatives.