XTN-BC6B423 | IT OPERATIONS ANALYST

The IT Operations Analyst plays a pivotal role in ensuring the efficiency, quality, and innovation of IT support operations. This position combines analytical expertise, process auditing, and AI-driven automation to enhance service delivery and customer satisfaction. The analyst will be responsible for monitoring IT support performance, optimizing AI chatbot interactions, and ensuring compliance with ITIL and organizational standards. The role requires a balance of technical proficiency, analytical thinking, and process improvement capabilities to drive continuous operational excellence.

• Work from the comfort of your own home
• Comprehensive healthcare benefit for you and your dependents
• Mental wellbeing programs for you and your dependents
• Competitive time off and vacation policy
• Thriving workplace culture centered on caring, diversity, and inclusion

1. IT Support Call Quality Management

• Conduct regular evaluations of IT support calls, chat sessions, and tickets to ensure adherence to service standards, technical accuracy, and customer satisfaction.
• Develop and maintain comprehensive call quality frameworks, including scorecards, evaluation rubrics, and feedback loops.
• Partner with IT support leads to identify skill gaps and design targeted coaching or training programs.
• Implement quality improvement initiatives to enhance first-call resolution, reduce escalations, and improve end-user experience.
• Track and analyze call quality trends to identify systemic issues and recommend corrective actions.
• Collaborate with the IT Service Desk Manager to align quality metrics with organizational goals and SLAs.

2. IT Analytics and Reporting

• Gather, analyze, and interpret IT support performance data, including incident response times, resolution rates, SLA adherence, and customer satisfaction scores.
• Build and maintain interactive dashboards using tools to visualize performance trends and KPIs.
• Conduct root cause analyses to identify recurring issues and propose data-driven solutions.
• Provide actionable insights to IT leadership to support strategic decision-making and resource optimization.
• Develop predictive models to forecast support demand, workload distribution, and staffing needs.
• Ensure data integrity and consistency across reporting systems and ITSM platforms.
• Expertise with visualization tool such as ServiceNow, Tableau, PowerBI, Excel, Gsheets, etc.

3. AI Chatbot Management and Optimization

• Participate in the deployment, configuration, and continuous improvement of AI chatbot solutions integrated with ITSM tools (e.g., ServiceNow, OpenAI,  Virtual Agent, zoom AIC, or similar).
• Participate in knowledge management to train the chatbot using updated FAQs, troubleshooting guides, and knowledge base articles.
• Monitor chatbot performance metrics such as resolution rate, escalation frequency, and user satisfaction to identify improvement opportunities.
• Analyze chatbot conversation logs to refine natural language understanding (NLU) models and enhance contextual accuracy.
• Ensure chatbot compliance with data privacy, security, and accessibility standards.
• Partner with IT developers and vendors to integrate chatbot capabilities with other enterprise systems for seamless user experiences.

4. IT Process Audit and Compliance

• Conduct regular audits of IT support processes to ensure compliance with ITIL best practices, internal policies, and regulatory requirements.
• Document audit findings, develop corrective action plans, and track remediation progress through completion.
• Evaluate process efficiency and identify opportunities for automation or standardization.
• Collaborate with IT governance, risk, and compliance teams to maintain operational integrity and reduce risk exposure.
• Support internal and external audit activities by providing accurate documentation and evidence of compliance.
• Develop process documentation, flowcharts, and standard operating procedures (SOPs) to ensure consistency across IT operations.

5. Continuous Improvement and Innovation

• Drive continuous improvement initiatives across IT support functions
• Research and recommend emerging technologies, including AI, analytics, and automation tools, to enhance IT service delivery.
• Facilitate workshops and brainstorming sessions to identify process bottlenecks and develop innovative solutions.
• Benchmark IT support performance against industry standards and best practices.
• Promote a culture of data-driven decision-making and operational excellence within the IT organization.

Education:

• Bachelor’s degree in Information Technology, Computer Science, Business Analytics, or a related discipline.

Experience:

• 3–5 years of experience in IT operations, service desk management, or IT process auditing.
• Experience with AI chatbot platforms, ITSM tools, and analytics reporting is highly desirable.

Technical Skills:

• Proficiency in ITSM tools such as ServiceNow, Jira Service Management.
• Strong analytical and visualization skills using Power BI, Tableau, or Excel.
• Familiarity with AI chatbot technologies, concepts, and automation workflows.
• Knowledge of ITIL framework, process auditing, and quality management methodologies.
• Understanding of data governance, security, and compliance principles.

Soft Skills:

• Excellent communication, presentation, and stakeholder management abilities.
• Strong problem-solving and critical-thinking skills.
• High attention to detail and organizational discipline.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative mindset with a focus on cross-functional teamwork.