Description: Our client has an immediate need for an Operations Analyst IV, who will work in the Service Management Organization and will perform various functions such as following and developing operational processes and procedure Requirements: Bachelor's Degree 7 -10 years’ IT Service Delivery experience (Utility Industry Experience a plus) Strong service delivery experience including but not limited to handling incidents, change control, problem management, and continual service improvement Ability to drive technical solutions and services across all environments and architectures including but not limited to cloud, on-prem, physical, and virtual Strong operational experience using IT infrastructure operations frameworks such as ITIL or COBIT Experience developing and updating internal processes and procedures and maintaining a knowledge-based document library Ability to work well in a team-oriented, collaborative environment Excellent written and verbal communication skills suitable for both business and IT audiences Experience with Batch Monitoring Applications like Control-M Comprehensive understanding of networking and enterprise monitoring applications (Solarwinds, OP5) Responsibilities: Ensure that all IT services and infrastructure meet operational goals, ability to plan, be alert, and resolve unexpected problems quickly and efficiently Provide 24x7 Enterprise support while adhering to standard IT Incident, Problem, and Change Management protocols Serves as the main point of contact for all incident and service issue escalations directed to the Service Management Organization Ensures that incident management processes are efficiently and effectively followed Determines the impact and priority of incidents based on affected customers and/or business units Communicates operational issues to respective IT management, support teams, and incident communication managers Provides outage notification and recovery effort updates to business units Engages various support teams and resources to major incident bridges Manages and coordinates troubleshooting and recovery efforts between support teams. Ensures continuous collaboration with IT Operations Management and other areas or teams Documents initial issues, recovery activities, and resolution steps taken. Ensures prompt resolution and coordination of incident management activities during recovery efforts Updates and validates outage information in availability management tools for reporting and tracking purposes Makes recommendations, proposals, and suggestions for improvement within the service to reduce the severity and frequency of incidents Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives Acts as secondary support to the Change Manager for off-hour scheduled activities Works with Problem Management and Change Management to resolve incidents Prepares operational status reports for IT Operations Management Be part of on-call Rotation for Storm and Priority One Events. Monitors Critical/Core systems delivering services to business units and customers Work at Pace - prioritize and follow up on multiple tasks concurrently, with a focus on detail in a fast-paced environment. Bend in the wind - not easily frustrated, able to roll with emergencies and shifting focus while delivering a superb user experience. Manage relationships with a diverse range of people, including business customers, and the IT leadership team. Provides guidance to Novice Analysts Use SME knowledge in Incident Management policy and procedures Work with teams to improve Observability Listens to differing opinions/knowledge and sets direction Why Work for ConsultUSA: ConsultUSA offers competitive salaries, major medical (PPO or HDHP w/ HSA), dental, and vision insurance plans, and 401k plan with immediate eligibility for both salary and hourly employees ConsultUSA hosts several outings and events, holiday and summer parties, and volunteer opportunities throughout the year for employees We will work with you to obtain training for in-demand technologies and prepare you for industry-recognized certification exams ConsultUSA offers Business Analysis and Project Management training through our Project Management Institute (PMI)® award-winning sister company, PMCentersUSA How to Apply: To submit your application, please click the “Apply Now” button located at the top and bottom of the page. ConsultUSA is committed to providing equal employment opportunities (EEO) to all qualified employees and applicants for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, marital status, pregnancy, ancestry, or status as a covered veteran as well as any other prohibited criteria under any applicable federal, state, and local laws applicable to ConsultUSA. For a complete listing of all ConsultUSA jobs please visit www.consultusa.com #MON