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ITSM Operations Analyst II 10/11/2017

Aggregate Industries Management, Inc. Golden, CO

Golden, CO
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Masters Degree


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Job Locations US-CO-Golden

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Technical Services

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Aggregate Industries Management, Inc.



Under the general direction of Manager, ITSM Operations, the ITSM Ops Analyst II role works with all other ITSC teams to provide operational execution on project and steady-state ongoing activities. This role will provide Tier 3 support services and act as an escalation point for the Service Desk and ITSM Ops Analyst I while ensuring that service levels are achieved. This role will be responsible for contributing to and leadership for IT and Business projects as related to services such as Collaboration, Network, Endpoints, and software. The ITSM Ops Analyst II is responsible for meeting and exceeding pre-defined metrics/benchmarks and that standards and processes are followed to provide superior execution excellence. The role will require interactions with business end users, relationship managers and project managers.

This role works on assignments that are complex in nature and require judgment, initiative, and communication to resolve problems and/or develop recommended solutions.
Work is completed with minimal supervision and assignments may be completed without established procedures. The ITSM Ops Analyst II role will be responsible for formal design and instructional documentation around processes and procedures.



* Using a predefined resolution framework, develop and apply IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues

* Develop basic functional knowledge and documentation of IT systems (SAP ECC, SAP BW, Ariba, Command, LAN/WLAN, Account Management, Endpoints, Printing, Directory Management, Google Apps)

* Actively engage on project assignments including defining and leading project tasks and/or work packages

* Demonstrate leadership skills in collaboration and knowledge

* Act as a resolution escalation point for peers and customers

* Maintain, monitor and administer related computing environments, including directories, systems software, applications software, and management tools

* Provide support and assistance for plant process systems including Command, LDMS, PDH, WFMS, and others as required

* Participate in evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations

* Create technical documentation around new and established processes and procedures

* Responsible for the management of asset inventory in compliance with defined asset management processes

* Contribute to ITSM Knowledge Base

* Participate in Global Team forums

* Develop an enhanced understanding of IT processes and policies as defined by the Shared Service Center and how they affect our customers

* Participate in training to continue to develop key functional and technical skills and improve business acumen

* Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business

* Work with their team to resolve and communicate resolutions to customer inquiries, escalating issues as needed

* Communicate frequently with Management, working to develop personal skills and abilities

* Seek to continuously improve operations

* Identify and suggest process and system enhancements

* Perform at a level that assists in attaining overall and team-level performance measures and goals

* Stay appraised of service center knowledge and industry best practices

* Investigate and test new technologies related to the position

* Collaborate with other Shared Service and Global teams to deliver excellence to customers by way of projects or issue resolution

* Consistently meet assigned project deadlines in an agile and rapid moving environment

* Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual

Key interfaces, stakeholders and relationships:

* Internal: All IT functions like EA, Applications, Infrastructure, IT Security, IT Finance, Global Data Center/Network/Workplace/Collaboration; Regional service management teams, business functions, ITSC Heads and ITSC management

* External: Vendors, consulting companies, expert groups from Industry with a view to share and learn

* Participate in on call rotation for after hour emergencies


Required Education: Graduate degree or college diploma in Computer Science, Engineering or related discipline with an IT focus or adequate experience
Required Work Experience: 5 or more years in an IT role

Linguistic skills: Excellent English (written & spoken) - other languages specific to region are a plus
Mobility requirements (time spent travelling internationally, nationally etc.): International travels ~40% (estimate)

Additional Requirements:

* Certifications

* ITIL v3 Foundations

* Microsoft Certifications (or working towards)

* Cisco Certifications (or working towards)

Specific work experience:

* Strong technical knowledge of IT

* Comprehensive understanding of IT services, technology and solutions

* Experience in SAP or related ERP applications an asset

* Experience in a related industry setting (cement, aggregate, ready-mix) an asset

* Experience with administering Active Directory Domain Services and Citrix

* Experience with G-Suite and AWS Management an asset

* Experience with ITSM/ITIL applications (ServiceNow)

Technical / functional skills:

* Keen interest in existing and emerging hardware and software technologies and IT architectures

* Strong competency in delivering efficient and effective solutions to diverse and complex business problems

* Ability to translate technical knowledge into a more easily consumable format

* Strong communication skills

* Strong technical documentation skills

* Strong analytical and troubleshooting skills

Behavioral competencies:

* Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments

* High willingness to drive transformation and service improvement

* Ability to quickly adapt to and from single person to team working environments

* Highly self-motivated and directed

* Keen attention to detail

* Diverse capability for problem solving, decision making and sound judgment

* Strong organizational and communications skills

* Highly professional demeanor with the ability to speak confidently, courteously and credibly to all levels of management.

* Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one s skills and capabilities

* Foster a business focused environment delivering exceptional customer service and anticipating future customer needs

* Effectively examine events, issues and problems and generate optimal solutions in a timely manner

* Leads with a sense of collaboration and work effectively across the organization to achieve goals






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