Senior Operations Analyst

2 weeks ago

Grand Rapids, Michigan, United States Meijer Full time

About Us:

At Meijer, we are a family-owned company dedicated to serving our communities. Joining our team means engaging in a culture that emphasizes leadership, personal development, and community involvement.

Meijer Benefits:

  • Competitive weekly compensation
  • Flexible scheduling options
  • Paid parental leave
  • Educational assistance programs
  • Employee discounts
  • Opportunities for professional growth and advancement

Position Overview:

This role is pivotal within Meijer’s IT Systems, focusing on best practices in ITIL Service Management. The Senior Operations Analyst will coordinate responses to significant incidents, working closely with subject matter experts and business stakeholders to evaluate the impact of incidents, minimize ongoing risks, and restore services promptly during disruptions.

Key Responsibilities:

  • Support the implementation of the Business Systems Service Desk, utilizing ITIL principles to enhance the team's ability to manage requests, changes, and issues.
  • Adapt Service Management processes to align with evolving DevOps methodologies.
  • Facilitate Change Advisory Board meetings to ensure visibility and approval for significant changes.
  • Maintain comprehensive administration and reporting, including contact details, technical diagrams, and post-incident reviews. Deliver monthly summaries and status reports for major incidents and problem tickets.
  • Provide regular metrics reports on major incidents.
  • Document compliance with Meijer’s Service Level Agreements and maintain a reporting framework for SLAs.
  • Monitor high-priority incidents, coordinating resources as necessary, including scheduling meetings and managing communications related to Major Incident Management.
  • Oversee a matrix of personnel, processes, and resources, including third-party vendors, to resolve outages and service issues effectively.
  • Lead all investigation activities, meetings, and discussions concerning Major Incidents.
  • Communicate clearly with executives and key stakeholders about business impacts, risks, priorities, and estimated resolution times.
  • Ensure timely progression of problems through the Problem Management process related to major incidents.
  • Conduct Post-Incident Reviews for all major incidents attributed to internal teams and processes.
  • Coordinate Root Cause Analysis for incidents caused by third-party vendors.
  • Identify and plan corrective actions based on findings from Post-Incident Reviews and Root Cause Analyses.
  • Ensure effective monitoring is established for critical applications and initiate corrective actions as needed.
  • Analyze incidents and generate periodic reports and dashboards to support management.
  • Maintain a working knowledge of automation tools.
  • Promote the significance of Service Management processes throughout the organization.
  • This job description is not exhaustive and may include additional duties as required.

Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent experience.
  • Master's degree or equivalent experience is preferred.
  • Over 6 years of experience in incident management.
  • Experience managing daily operations and training related to ITSM solutions and processes.
  • SAFe certification or experience in SAFe Agile teams is a plus.
  • ITIL Foundations certification is preferred.
  • Strong technical knowledge of incident response and operations in public cloud environments (e.g., AWS, Azure, GCP).
  • Familiarity with Cloud, Network, Infrastructure, and Microsoft Office products.
  • Analytical mindset with attention to detail and a methodical approach to tasks.
  • Excellent verbal and written communication skills.
  • Understanding of mainframe automation tools.
  • Proficient in PC applications, including Windows and Microsoft Office.
  • Highly organized with the ability to manage multiple tasks.
  • Willingness to learn and adapt to change.
  • Ability to work collaboratively or independently.
  • Demonstrated problem-solving abilities.

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