IT Operations Analyst

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

We are Seeking an IT Operations Analyst to join our growing team.

This role ensures the seamless functioning of hardware, software, networks, and databases by proactively monitoring, troubleshooting, and resolving technical issues. The IT Operations Analyst works closely with other IT teams to support the deployment, configuration, and maintenance of systems, as well as assist in optimizing and improving IT processes.

How You Will Contribute

• Utilize ITSM operations for B&B to include Incident Management and Problem Management.
• Build reports for overall SLA and performance management for critical functions (applications and services).
• Build up-to-date status reports for disaster recovery plan and infrastructure of all divisional mission and business critical applications utilizing extracts from ServiceNow.
• Protect the data of a business, as well as their hardware and software, by creating technical disaster recovery plans.
• Partner with IT Teammates and Business Technical Partners in coordinating, testing, and updating disaster recovery plans for all Tier 1 and Tier 2 applications to make sure things work seamlessly when needed.
• Providing Disaster Recovery training for staff members.
• Partner with IT Teammates and Business Technical Partners to plan, coordinate and execute the restoration of vital systems and data after a natural or human-made disaster.
• Working with teams of engineers, technicians, and other professionals to ensure that their organization can quickly bounce back from any type of disruption.
• Evangelize de-centralized teams across multiple divisions to leverage ITSM processes and tools (Service Now)
• Facilitate calls/bridges, including escalating and reaching out to applicable subject matter experts to troubleshoot high impact incidents and restore operations. NOTE: this is required 24 by 7, but generally, B&B operates during business hours.
• Lead All-Hands-On-Deck bridges for critical incidents, as well as chronic issues that require deeper troubleshooting and analysis.
• Collaborate with divisions to define and maintain distribution lists to customize incident communications to stakeholders that are affected.
• Be the authoritative source of incidents, including status, root cause, and resolution.
• Proactively identify trends and opportunities to improve efficiency, cost effectiveness, and/or quality in how IT delivers service to customers
• Provide insights based on historical data that helps IT teams solve chronic issues that impede operations
• Support Disaster Recovery on behalf of B&B. Assist in preparing the enterprise disaster recovery and business continuity plans, policies, and procedures, and up to date status
  
  

Skills & Experience To Be Successful (

• BA/BS in Computer Science, Information Technology, or related field required; Master's Degree/MBA preferred.
• 5 years of experience responsible for Incident and Problem Management in a medium to large company.
• Responsible for ITSM processes in a medium to large company with proven application governing service support across business and technology solutions.
• Experience in Software Development, IT infrastructure, and Security Operations disciplines (preferred)
• Insurance industry experience (preferred)
  
  

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.
  
  

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.