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Under the direction of the IT Operations Director or IT Operation Manager(s), the Junior IT Analyst contractor performs routine assignments in the entry level of the IT Analyst Job band. Works closely with IT service delivery, IT Support Services, and business unit professionals, project managers and other areas, and Service Providers to perform and/or support operations processes, including procurement and payment processing, spending optimization, and expense management related to infrastructure services

Required Qualifications for Position:

• Bachelor’s Degree or equivalent work experience that provides knowledge and exposure to fundamental theories, principles, and concepts
• 2-3 years’ experience in infrastructure services or infrastructure analysis, deployment and support
• Experience working closely with service providers and delegating operational activities to them, as directed by a director or manager
• Knowledge of IT infrastructure components, trends and best practices
• Solid skills with computers, operating systems and software (MS Office Suite, MS Project, and other IT applications) and ability to learn new technical concepts quickly
• Excellent analytical abilities, including process analysis and development, problem solving and root cause analysis
• Strong teaming skills, collaboration, negotiation, communication, organizational, people management and conflict resolution skills
• Willing to travel to client business unit or Service Provider locations as needed.

Preferred Additional Qualifications for Position:

• 2+ years’ experience in a support function
• Knowledge of ITIL processes and metrics
• General working knowledge of the gas and electric utility industry

Principal Duties and Responsibilities:

• Help drive resolution of operational and service-based issues, reviewing, analyzing and reporting on Service Provider operations, as directed by the Director of IT operations
• Prepare for and help facilitate regular performance review meetings with the Service Provider and prepare performance and status information for IT and business leaders, as requested.
• Resolve or escalate issues related to operations in a timely manner
• Work closely with the IT Support Services to resolve Service Provider related issues and to help ensure accurate reporting related to Service Provider performance
• Work closely with project managers and Service Provider personnel to help track and monitor projects that meet business needs and adhere to agreed-upon service levels (i.e. budget, schedule, quality)
• Gather infrastructure services data on spending patterns for analysis and reporting
• Provide information on spending for company cost allocation and metric reporting
• Gather data on day-to-day operational execution of services and equipment delivery for analysis and reporting
• Review monthly and/or annual forecast of expenses for the IT Budget, and analyzes and report variances to budget
• Facilitate audits of processes related to Infrastructure Services
• Assist in ensuring the Service Providers are adhering to defined standards
• Confirm that Infrastructure Services supporting documentation is available and kept up-to-date
• Maintain a solid understanding of the Service Providers’ operational and service delivery capabilities and processes
• Interact with Service Provider team members, helping to ensure they are properly qualified and staffed appropriately to meet business needs
• Maintain a solid understanding of the scope of the Services contracts as reflected by service levels, statement of work and pertinent schedules/exhibits
• Assist with communications for planned and unplanned outages
• Other duties as assigned