Commercial Operations Analyst at DS Smith supporting Central accounts management with analytics and finance. Collaborating with sales and finance teams to manage tenders and pricing analytics.
About the role
- Operations Center Analyst supporting technology operations at Latham & Watkins. Collaborating with global helpdesk, reporting on system capacity, and improving service processes.
Responsibilities
- Working closely with members of the Systems Operations team to provide efficient procedures and communications to streamline processes and satisfy various department needs for issue remediation
- Assisting the supervisor and core infrastructure and business technology teams in creating regular performance and system capacity reports for updates to senior management on system capacity for budgeting and forecasting
- Identifying and recommending opportunities for Continual Service Improvement for key services alongside Event, Problem, Incident, Change Management, and Technology Operations best practice activities
- Initiating maintenance and troubleshooting by responding to alerts, investigating issues, and analyzing data to escalate problems, in addition to handling helpdesk escalations, managing scheduled maintenance, monitoring for system issues, and updating tickets promptly, logging resolutions and recommendations
- Coordinating, implementing, and executing operations procedures for the technology department, collaborating on operational onboarding by developing policies, processes, and procedures to establish standard practices that optimize support and delivery for global technology staff
- Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains
Requirements
- A high school diploma or equivalent
- A bachelor’s degree or equivalent in Information Technology or a related field; a minimum of four (4) years of experience may be considered in lieu of a degree
- Information Technology Infrastructure Library (ITIL) Foundation certification, preferably
- Certifications in one or more of the following: Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified IT Professional (MCITP), VMware Certified Professional (VCP), Azure, Amazon Web Services (AWS), CompTIA, Cisco, or equivalent experience, preferably
- A minimum of three (3) years of experience in a helpdesk, Network Operations Center (NOC), or Information Technology (IT) support role
- Experience working with IT systems management ticketing support, preferably in a multi-site enterprise-scale environment, preferably
- A minimum of two (2) years of experience working with or supporting Microsoft technology components such as Windows Operation System (OS), Internet Information Services (IIS), Active Directory (AD), SQL Server, Domain Name System (DNS), etc., used to deliver software solutions and services, preferably
- Experience with VMware NSX, Site Recovery Manager (SRM), vSAN, and other vSphere supporting technologies, preferably
Benefits
- Healthcare, life and disability insurance
- A generous 401k plan
- At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
- Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
- Professional development programs
- Employee discounts
- Affinity groups, networks, and coalitions for lawyers and staff
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