ITSM Analyst

Analyst, IS Operations page is loaded## Analyst, IS Operationslocations : Indianapolis, INtime type : Full timeposted on : Posted Todayjob requisition id : R12664 Job Location : Corporate Indianapolis PRIMARY PURPOSE : The IS Operations Analyst – Tier 2 is an experienced and customer-focused role responsible for troubleshooting hardware, software and network issues. Skilling in resolving escalated support tickets, providing guidance to to Tier 1 staff, and ensuring timely resolution to minimize downtime. Proficient in using ITSM tools, remote desktop support and knowledge base maintenance. Adept at communicating complex technical concepts to non-technical users and committed to delivering exceptional IT Support and service continuity. PRINCIPAL RESPONSIBILITIES : The responsibilities will include, but not be limited to : Constantly evolve Simon IS monitoring environment and ticketing system Process improvement in Customer Support & Operations – works to automate tasks that are appropriate. Own end users training and support of ticketing system (ServiceNow). This includes any improvements needed within the system. Works with ServiceNow Admin to drive needs to production

• Provide technical support to Simon end users as needed
• Support, advise, assist, guide, and resolve problems within Customer Support and Operations
• Participate in the long-term strategies and planning for IS operations
• Assist in managing 3rd party phone vendor and participating in weekly calls
• Perform analysis and prepares reports to illustrate call volumes and key issues
• Assist in Customer Support audits as necessary
• Serve as liaison between Customer Support and Operations and department admins
• Assist in any other Customer Support and Desktop Support tasks as needed
• Provide requested technical support documentation to Tier 1 team members
• Provide requested technical support documentation to End Users MINIMUM QUALIFICATIONS :
• Minimum 3 years of experience in an IT Customer Support / Operations position
• Demonstrated organization skills
• Must be detailed and thorough
• Technical writing experience
• Excellent written and verbal communications
• Ability to multitask while still maintaining accuracy
• Strong understanding of Customer Support base fundamentals and Proactive Monitoring fundamentals
• Demonstrated ability to bring conflicting viewpoints to consensus
• Experience in ITIL processes, and CMDB is also preferred (Cherwell)
• Well versed in standard / process creation and change management practices.
• Must be professional, trustworthy, self-motivated and a team player to effect positive overall solutions
• Strong analytical and organizational skills with strong critical thinking and problem-solving abilities
• Strong people skills and able to work with strong personalities
• Basic understating of Microsoft M365 environmentSimon is a global leader in retail real estate ownership, management and development and an S&P 100 company (Simon Property Group, NYSE : SPG). Our industry-leading retail properties and investments across North America, Europe and Asia provide shopping experiences for millions of consumers every day and generate billions in annual retail sales. Our portfolio includes assets of national and international renown - proven assets that are the preferred location for retailers.In addition to our high quality properties, Simon is also known for our strong balance sheet, a long-tenured and well-respected senior management team, and our innovative spirit, as reflected in a 50 + year history of successful retail real estate development, management, and leasing. Simon was named Fortune's Most Admired Real Estate Company eight times. We have experienced an explosion of growth and innovation unprecedented in the industry and we look forward to Simon's future.Simon is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.If you require assistance or need to request an accommodation due to a disability, please email CandidateAccommodations@simon.com. Please note this email is intended only for accommodation requests related to the application and interview process. Any other correspondence will not receive a response.

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