Operations Analyst

How will your role impact First Command?

The Operations Analyst links business processes and stakeholders with metrics and measures to arm the business with tools to improve operational health.

The position is responsible for gathering, analyzing, and correlating metrics for technical systems and business processes to improve operational efficiency and communicate operational health.

The position works heavily with stakeholders to connect business processes and requirements to Key Performance Indicators (KPIs) in order provide visibility and assess effectiveness.

The Operations Analyst tells the story of systems, applications, groups, and processes, creating understanding and consensus to drive improvement.

What will you be doing?

Metrics and Monitoring - collect and baseline performance metrics for systems and processes; use monitoring tools to proactively identify issues and ensure optimal system / process health;

identify, generate, and analyze KPIs.

• Reporting - create regular reports on KPIs including system performance, incidents, and trends; communicate results to intra-department coworkers and inter-department stakeholders.
• Operational Health - collaborate with different teams to maintain overall IT system health; track KPI progress over time.
• Operational Efficiency - identify bottlenecks, inefficiencies, and opportunities within IT processes; illustrate improvement opportunities such as streamlining workflows and automating repetitive tasks.
• Incident Management and Response participate in the IT incident response process; manage active incident responses and after-action follow-up;

assure complete incident documentation; perform analysis and make recommendations to prevent future incidents.

• Communication work with agile teams and attend ceremonies as necessary; engage stakeholders at all business levels; report status to related BIS groups.
• Education keep up-to-date on industry best practices, tools, and technologies; continually learn First Command business processes

What skills / qualifications do you need?

Education

Preferred : Bachelor’s degree in an Information Technology-related field such as Computer Science

Work Experience

Required : minimum 2 years’ experience working in

Business analysis, continuous improvement, data analysis, or related field, OR

IT systems administration, systems engineering, monitoring & alerting, or related field

• Required : demonstrated history analyzing business processes and working with inter-department stakeholders
• Preferred : experience working in Financial Services sector

Certifications

Preferred : IT industry certification(s) from CompTIA, Microsoft, ITIL, or other recognized authority

Required Knowledge, Skills and Abilities

Critical thinking, reasoning, and analytical abilities required to examine an existing process or system, evaluate available data, assess effectiveness, and recommend improvement action.

Customer service and interpersonal skills required to communicate with stakeholders at all levels in order to learn business processes, understand their purposes, request necessary information, and advocate improvement.

Aptitude and vocabulary required to understand advanced technical concepts and systems, then explain them to non-technical audiences.

General understanding of IT systems and concepts such as Microsoft Azure, Microsoft 365, Salesforce, SaaS / PaaS / IaaS, monitoring and alerting, CI / CD, and Identity and Access Management.

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Required Skills

Required Experience