Hybrid Operations Analyst

at OU Education Services

• Job title: Operations Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $65,000 - $78,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Norman, United States

About the role

• Operations Analyst supporting technology and process implementation across OU Education Services. Involves UAT, business requirements capture, and help desk management.

Responsibilities

• Implement and support technology solutions and process enhancements within OU Education Services.
• Coordinate and execute User Acceptance Testing (UAT) to validate project deliverables and facilitate successful initiative rollouts.
• Capture, analyze, and articulate business requirements in collaboration with stakeholders and translate them into actionable solutions.
• Oversee help desk operations, ensuring efficient management of Jira Service Management and prompt resolution of SLA tickets.
• Identify opportunities for process optimization and continuous improvement, acting as a liaison between business units and technical teams.
• Support CRM system implementation and post-go-live activities, with a focus on Salesforce platforms.
• Maintain documentation and provide reporting on technology projects, help desk metrics, and improvement initiatives.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Minimum of 3 years’ experience in operations support and technology roles, preferably within higher education.
• Demonstrated experience with CRM implementation and post-support; Salesforce certifications preferred.
• Proven track record in help desk management and Jira Service Management operations.
• Strong understanding of process optimization methodologies and project delivery best practices.