ITSM Operations Analyst - Wright Technical Services

This is a Contract-to-Hire position on-site (Hybrid - 1 day WFH) at the client site in Daytona Beach, Florida.

Job Summary
As an IT Operations Analyst you will play a crucial role in safeguarding critical functions by investigating incidents, developing and maintaining disaster recovery plans, and leading responses to critical incidents. Responsibilities include collaborating with cross-functional teams and conducting Incident Management meetings adhering to ITSM Practices, while ensuring operational stability and fostering collaborative relationships across divisions. This role also supports and reviews technical requirements adhering to Enterprise Disaster Recovery plan, such as monitoring/ testing and conducting Business Impact Analysis. 

Qualifications and Technical Requirements

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• Minimum 6+ years of technical Infrastructure experience
• Minimum 3+ years of IT Operations experience
• Experience with ITSM Ticketing software and Incident Management (ServiceNow highly preferred)
• Foundational experience with Cloud required (Azure highly preferred)
• Fundamental understanding and experience with the Disaster Recovery processes and testing
• Strong experience supporting and administering Entra ID/ Active Directory and M365 Cloud
• Experience supporting and troubleshooting Networks (DNS, DHCP, LAN/WAN, VPN, connectivity)
• Experience supporting and troubleshooting Servers, Data Centers, VMware, Intune, MDM

To succeed in this role, an individual will need to be...

• Assertive and decisive
• Proactive self-starter, takes initiative
• Resourceful and adaptable in a fluid environment
• Proven ability to drive projects and initiatives forward
• Excellent written and verbal communication (technical and business)
• Outstanding and ability to work effectively and cross-functionally
• Excellent organizational and documentation skills
• Availability for on-call/ after-hours duties during critical incidents as needed

Duties and Responsibilities
Incident Investigation and Resolution:

• Investigate, diagnose, and resolve incidents related to IT infrastructure and operations.
• Lead and coordinate response efforts for critical incidents, ensuring timely resolution and minimal impact.
• Proactively identify trends and efficiencies to improve IT service delivery
• Provide insights based on historical data for issue resolution
• Collaborate with cross-functional teams to identify root causes and implement corrective actions.

  Disaster Recovery Planning:
• Conduct meetings on disaster recovery protocols and coordinate system/data restoration after disasters
• Review application lists and spreadsheets to ensure data accuracy and completion of testing
• Establish partnerships across divisions to support disaster recovery
• Perform Business Impact Analysis (BIA) to identify critical functions and their recovery priorities.

  ITSM and Incident Management:

• Conduct Incident Management meetings in line with IT Service Management (ITSM) practices.
• Utilize ServiceNow to track, manage, document, and drive the resolution of incidents.
• Ensure adherence to ITSM processes and best practices to maintain operational stability.

  Technical Support and Administration:

• Provide support and administration in Azure and on-prem Microsoft applications (Entra ID/ Active Directory, M365, Teams, OneDrive, etc.)
• Troubleshoot and resolve issues related to network connectivity, including DNS, DHCP, LAN/WAN, and VPN.
• Support and troubleshoot servers, data centers, VMware, Intune, and Mobile Device Management (MDM).

  Monitoring and Compliance:

• Monitor IT infrastructure and systems to detect and address potential issues proactively.
• Ensure compliance with enterprise disaster recovery plans and technical requirements.
• Enhance critical application monitoring and operational processes
• Conduct regular reviews of technical requirements and procedures to align with best practices.

  Collaboration and Communication:

• Foster collaborative relationships across various divisions and teams within the organization.
• Collaborate with Project Managers to provide transparent updates and presentations to leadership
• Communicate effectively with stakeholders to provide updates on incident status and recovery efforts.
• Collaborate with technical and business teams to develop and implement improvements in incident management and disaster recovery processes.

Location: Hybrid (3 days per week) in Daytona Beach, FL; Plano, Texas; or Minneapolis, MN
Eligibility: Open to all US Residents legally eligible to live and work in the US without sponsorship