IT Operations Analyst

Job Description Summary

In conjunction with IT Operations leadership, provides support and guidance to the IT Operations team by leading continuous improvement, documentation, standardization, reporting, and quality assurance initiatives. This role manages service levels, identifies solutions to problems, and makes judgements and recommendations based on analysis and knowledge. They work closely with IT Operations leadership to identify improvements needed to optimize daily operations of the IT Operations team.

Job Description

This role is a hybrid workstyle: with the associate expected to work from a Raymond James office location at least three days per week, including either Monday or Friday.

Raymond James’ work environment is designed to reinforce our values-based culture while supporting the competitiveness, profitability, and long-term growth of our firm.

Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future.

• Performs reporting capabilities for the team including but not limited to creating and customizing reports and dashboards in ServiceNow, Control-M, and Tableau
• Analyzing multiple data sources to identify trends or issues that should be addressed
• Makes recommendations based on analysis and leads initiatives to correct trending issues
• Occasionally presents service delivery data to leadership and stakeholders
• Monitors enterprise job schedule in multiple environments.
• Provides quality assurance for IT Operations Team by identifying errors or inefficiencies, correcting them, and ensuring they are not repeated
• Creates, reviews, revises, and adheres to process documentation.
• Monitors and ensures accuracy of IT Operations SharePoint Site.
• Leads continuous improvement efforts by identifying gaps, optimization opportunities, and/or automation opportunities for processes to streamline and improve daily operations.
• Identifies gaps in training of Operators and provides training when necessary
• May execute and respond to service management requests assigned to IT Operations
• Works on assignments as assigned by IT Operations leadership
• Monitors and supports the End-of-Month Statement Process on the last business day of every month
• Executes on and responds to internal and external auditing requests by providing evidence from the workflow orchestration tool
• Performs other duties and responsibilities as assigned

Knowledge of:

• IT Operations Services’ role in Information Technology
• Workflow orchestration tools
• IT service management tools
• Project/Quality management practices
• ITIL service management/change control practices
• Automation, monitoring, and reporting practices

Skill in:

• BMC Control-M
• Microsoft Suite of Tools (specifically Outlook, Teams, SharePoint, Word, Excel, PowerPoint, and OneNote)
• Video Conferencing Tools
• ServiceNow
• Development experience is a plus

Ability to:

• Identify and understand issues, problems, and opportunities; analyze and compare data from different sources to draw conclusions; own issues through resolution
• Clearly convey/present information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
• Prioritize, multitask, coordinate, and delegate tasks based on business impact
• Follow processes, procedures, and best practices; Create standardized documentation
• Recognize gaps in knowledge and provide training
• Maintain skill levels at industry level standards and adapt to and learn new processes and/or techniques to remain current with developments and trends in IT Operations Services
• Develop and use collaborative relationships to facilitate the accomplishment of work goals
• Build and maintain productive strategic partnerships within the organization to collaboratively execute business goals
• Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences
• Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.
• Advocate for change and be an ambassador for process improvement
• Possess a good attitude and willingness to learn

Education

High School (HS) (Required)

Work Experience

General Experience - 7 to 12 months

Certifications

Travel

Less than 25%

Workstyle

Hybrid

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.  Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. 

We expect our associates at all levels to:
•  Grow professionally and inspire others to do the same
•  Work with and through others to achieve desired outcomes
•  Make prompt, pragmatic choices and act with the client in mind
•  Take ownership and hold themselves and others accountable for delivering results that matter
•  Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates.  When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs. 

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