Infrastructure Analyst - IT Operations

The position will assist Project Delivery in the management of all points of interaction with Suppliers.

• Responsible for assisting in the governance of critical Service Management disciplines, i.e., Incident Management, Change Management, and Problem Management. Collect, analyze, and document service management-related activities.
• Participates in planning sessions related to projects or new technologies to implement process improvement within the Service Management area.
• Documents discussions and agreements.
• Facilitate gate review, change advisory boards, and IT operational meetings.
• Establishes liaison relationships with business partners and IT departments to provide process solutions to meet user needs.
• Assesses process improvement needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying priorities and advises on options.
• Provides factual content, analysis, and other information to guide development projects and enhancement activities.
• Assist in the governance of quality test activities and validates test completeness in preparation for change/release to stage/production and/or operational readiness.
• Assists in the development of user manuals and knowledge databases and assists in user training. Investigates, resolves, and escalates problems. Monitors and analyzes metrics to ensure customer satisfaction and vendor performance. Promotes an understanding of IT Service Management roles, processes, and activities to business units and IT departments. Supports and participates in formal reporting related to IT Operations.
• Knowledgeable in Ariba On-Demand.
• Knowledgeable in forensic accounting best practices (e.g., reconstruct Supplier invoices).
• Knowledge in contract execution best practices (e.g., KPIs).

• Bachelor's degree in Information Technology, specialized training, or equivalent work experience.
• Must possess excellent customer service, strong communication, and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated.

• Strong analytical skills.
• Vendor Management experience.
• Experience with development and reporting towards KPIs and knowledge of industry best practices/industry benchmarks. Knowledge of Six Sigma/Lean.
• Master's degree in Information Technology, or equivalent.
• Five years of experience in the IT Service Management field.
• ITIL Certification. Working knowledge within IT operations and/or Service Management functions.

PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future.

• PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan.
• Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.

PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://peaktechnical.com/privacy-policy/ and https://peaktechnical.com/ca-residents-privacy-rights/.