(senior) Operations Analyst - Utrecht area job in Utrecht at Abroad Experience International

The (sr.) Operations Analyst is responsible to provide Tier1 support and local operational support to the company's staff. The Analyst is expected to support day-to-day operations, resolve problems, and monitor and maintain computer equipment in close collaboration with the IT team, system support staff, and other business units throughout the organization.The Analyst is responsible for ensuring the availability and accessibility of core systems and is expected to resolve issues affecting their use, as well as coordinate with development, user, and network teams to ensure systems meet capacity requirements.The (sr) Operations Analyst is additionally responsible to provide prompt, courteous service to all levels of staff, as well as external relationships. The Analyst is responsible to issue, track, maintain, and collect hardware assigned to the Dutch office, working with Facilities.The Senior Operations Analyst is also expected to carry out duties that focus on process improvements. This position acts as a leader in IT best practices and project manager as needed.

Main Tasks

• Serve as initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis, resolution, or escalation in line with policies and procedures.
• Conduct Tier1/Tier2 triage of customer support issues and assign to the appropriate team or resolve.
• Administer user accounts, i.e., account creation and management and password resets; and manage and maintain user security roles for IT systems.
• Participate directly in/Lead activities to administer, maintain, and facilitate IT applications, including internal and external websites, document management system, business intelligence system, and supporting infrastructure.
• Familiarize end-users on basic software, hardware, and peripheral device operation; and support user base with any operational issue, including login issues, system installation, hardware, user maintenance, and system availability.
• Track hardware assigned from the Dutch office and software inventory organization-wide; assist Facilities with equipment access and work station set-up as needed.
• Troubleshoot, assign resources to resolve emerging or identified issues, and lead action teams to correct associated with network connectivity, and workstation hardware/software using diagnostic tools, working with vendor support contacts as needed.
• Monitor system availability and resolve issues affecting system use or the day-to-day operations of the IT systems. Report on a variety of metrics to system availability and support effectiveness.
• Load, copy, and customize operating system configurations for deployment using tools and methodologies; and maintain end-user documentation consisting of configuration, support information, and useful software/hardware tips.
• Develop and maintain adequate knowledge of operating systems and application software used to provide a high level of support.
• Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices, and procedures.
• Ensure the availability of the IT and resolve user and system issues coordinating with hosting providers; and maintain system license and implement relevant upgrades working with product vendors.

• Seek and identify opportunities for improvements in processes and daily activities.
• Create and contribute to the development of work instructions and standard operating procedures.
• Document and share all relevant information concerning industry best practices.
• Coach and support colleague development and training in good equipment and relevant IT practices.
• Manage projects as needed to enhance operational workflows.

Requirements

• Bachelor's Degree in Computer Science, Engineering, related field, or equivalent experience required.
• 3+/5+ years of experience supporting complex, heterogeneous IT systems.
• Documented experience in one or more of the following types of systems; Document Management, ERP, Web Based Transactional, Customer Support Ticketing, Business Intelligence/Data Warehouse (BI/DWH), DBMS, and/or IT Infrastructure/Network.
• Experience with Jira, Microsoft Office, and Windows 7 & 10 required.
• Previous experience troubleshooting both software and hardware issues.
• Experience providing Tier1/Tier2 user support, both remotely and in-person with a customer support focus.
• Experience in authoring, reviewing, and following IT processes.
• Demonstrated strong analytical/problem-solving skills and ability to follow procedures and resolve exceptions.
• Excellent written/verbal communication and interpersonal skills with proven ability to understand customer needs and provide guidance to standard processes. English fluency is required.
• Strong organizational skills and ability to perform multiple tasks simultaneously, set priorities, and work in a distributed team with diverse cultural backgrounds.
• Solution-oriented with a high sense of quality, attention to detail, accuracy, efficiency, and meeting tight deadlines.
• Team player who is also able to work independently and handle conflicting priorities while maintaining consistent, quality solutions and service standards.
• Action management including the ability to manage projects in the most cost-efficient manner; resourcefulness, initiative, maturity of judgment, and the ability to make sound decisions within competing priorities.