IT Operations Analyst

IT Service Management Specialist

CooperVision, a division of CooperCompanies, is one of the world's leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers.

Job Summary:

Ensure that all operational IT related service needs are delivered while following all security and compliance procedures.

Responsibilities

Identify problems, devise, and deliver proactive solutions to enhance quality of service and to prevent future problems. As required, analyze and highlight incident trends.

Supports the implementation of regional and global IT projects. Increased involvement with local IT and business initiatives. Provides related incident resolution supporting service transition.

Administers enterprise class IT systems and tools, including highly virtualized client computing environments.

Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).

Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members. Develop and deliver user training.

Promotes user adherence to the organization's IT policies.

Collaborate with specialized teams supporting the client computing infrastructure and systems.

Liaise with global third-party client computing partners. Increased involvement with local IT agreements and vendors

Provide onsite and remote Service Management support functions, including incident resolution and request fulfillment to meet published SLA's

While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool.

Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software.

Manage the client computing hardware and software lifecycles. Provides effective IT Asset Management.

Escalate tickets in accordance with IT procedures.

Maintain and develop professional and technical knowledge by attending educational workshops, training events, reviewing applicable technical materials.

Participates in the IT Operations out of hours support rotation.

Travel Requirements: Occasional travel to other sites (<10%).

Qualifications

Knowledge, Skills and Abilities:

Excellent technical knowledge of client computing hardware and software, including Microsoft Windows, Microsoft Office (and related products/cloud services), Active Directory Services, Systems Management and Deployment.

Working technical knowledge of current protocols, operating systems, and standards.

Technical knowledge of mobile devices (smart phones, tablets, etc.).

Ability to read and understand technical manuals, procedural documentation, and guides.

Ability to conduct research into technical problems and products as required.

Proven analytical and problem-solving abilities.

Strong customer service orientation, at ease liaising with all levels of the business.

Comprehensive written, verbal, and interpersonal communication skills.

Ability to present ideas in business and customer-friendly language.

Proficient in conducting group and/or individual user training.

Ability to effectively organize, prioritize and execute tasks in a high-pressure environment.

Extremely team-oriented and skilled in working within a collaborative environment.

Ability to collaborate with resources within multiple business support teams.

Work Environment:

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard, mouse, hand tools, and to handle other computer components.

Lifting and transporting of moderate to heavy objects, such as computers and peripherals.

Experience:

Extensive support experience with current client computing operating systems and applications.

Familiarity with the principles of ITIL Service Management.

Proven track record of delivering against SLAs and Service Management targets.

Experience supporting hardware including laptops, desktops, mobile devices, peripherals etc.

Familiarity with IT procurement processes preferred.

Experience of supporting project implementations.

Education:

College diploma or university degree in a related information technology field and/or minimum 5 years equivalent work experience.

Certifications and professional qualifications etc. desired.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.