Technology Operations Analyst

7 days ago

Manila, National Capital Region, Philippines Allegis Global Solutions Full time

Allegis Global Solutions is founded on a culture that is passionate about transforming the way the world acquires talent by delivering client-focused solutions that make a difference for businesses worldwide. From refining how you manage your contingent workforce to strengthening your employer brand to recruit top talent, our integrated talent solutions drive the business results you need.

As an industry leader, we draw upon decades of experience to design innovative tools, products and processes. We develop competitive practices that position organizations for growth and we deliver the insight needed to succeed in today's global marketplace.

Job Description

The Technology Operations Analyst is responsible for working and liaising with AGS Program Office (PO) Teams to successfully sustain and evolve the technologies critical to the success of AGS client programs. This position includes developing a strong partnership, expertise, and oversight with specific Technology Partners, to ensure they strive for world class service and remain committed to continuous improvement in their products and services to help AGS achieve both short-term and long-term Client business objectives.

This position will be recognized as the technical subject matter expert for the specific technology. Analyze reoccurring technology incidents and identify areas of operational efficiencies for program improvements and growth to provide strategic consultation or resolution to AGS PO, Clients, and Technology Partners. This role is an AGS Technology Operations strategic position meant to drive significant improvements in PO processes, technologies, operations, efficiencies, and profitability.

Responsibilities

  1. Support new user administration, including internal and external user provisioning.
  2. Maintain internal and external process documentation to support user provisioning.
  3. Support user security updates, including user role permissions and Identity management.
  4. Understand the business operations, goals, and strategies of all POs for their assigned VMS technology and contribute to their success.
  5. Work closely with Technology Partners to align and lead them toward AGS Client objectives, account goals, and priorities.
  6. Act as the escalation point for the POs about the VMS technology.
  7. Collaborate with other Professional Services team resources to serve our POs and Clients better.
  8. Establish open communications with Technology Partners and PO teams.
  9. Provide best-in-class solutions and expertise for all technology support processes, incidents, and service requests.
  10. Consult and support the Technology Operations workstream for new program implementations, technology implementations, and program expansions.
  11. Lead the planning, facilitation, and communication activities for significant technology releases for assigned accounts to ensure quality.
  12. Overall oversight for all technology service requests (enhancements, configuration changes, etc.) for their specified technology accounts to ensure appropriate levels of documentation, planning, vetting, prioritization, and testing to ensure quality implementation.
  13. Facilitate and participate in Client meetings around VMS technology issues, demos, or future service requests as required by the PO.
  14. Conduct Operational Assessments with the Technology Partner and PO on identified Client accounts. Responsible for driving agreed-upon deliverables.
  15. Analyze overall incidents and service requests to identify gaps in functional areas to drive problem resolution for items identified.
Qualifications

Education, Qualifications, and Skills

  1. Strong organizational skills, including task and time management.
  2. Proven track record of strong relationship-building and customer-facing support.
  3. Ability to manage and prioritize multiple tasks and responsibilities.
  4. Strong verbal and written communication skills.
  5. Comfortable with virtual interaction with users and the internal team.
  6. Comfortable interacting with internal and external users/clients at varying levels.
  7. Salesforce or CRM ticketing tool experience a plus.
  8. Customer service and/or help desk experience a plus.
  9. Familiarity with Systems Development Life Cycle (SDLC) methodologies.
  10. Knowledge of process modeling techniques and protocols.
  11. Experience with the standard technologies utilized by AGS VMS engagements (ex. Beeline, Fieldglass, IQNavigator, Salesforce, SharePoint, etc.).
  12. Ability to design, create, and execute a project plan.
  13. Ability to design/create processes and procedures and assist others in implementing them.
  14. Proficient with Microsoft Office Products such as Excel, Word, PowerPoint, Project, Outlook, and Internet Explorer.
  15. Strong conceptual, analytical, and problem-solving ability.
  16. Self-starter with the ability to quickly learn new technologies and effectively apply them to business processes.
  17. Ability to identify training needs for non-technical teams, and coach accordingly.
  18. Ability to work with a diverse team of resources from AGS, our Technology Partners, and our Clients, and reach consensus resolution on issues.
  19. Ability to simultaneously manage multiple tasks at once.
  20. Ability to adapt quickly and possess flexibility when working in a constantly evolving field.

Behaviors

  1. Completed Bachelor's Degree required.
  2. Supervisory or management experience or a strong acumen for leadership.
  3. Experience with AGS or other staffing companies.
  4. MSP experience is a plus.
  5. Projects strong confident image to AGS PO, Clients, and Technology Partners.
  6. Must have experience with utilizing and managing one or more SAAS technologies.
  7. Experience in an environment with high call volume is preferred.
  8. Previous software administration and support experience.
  9. Proficient to advance in Microsoft Office products.
  10. Ability to travel as needed.
Additional Information

As a workplace, we focus on relationships – with each other, our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate, who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives, backgrounds and ideas drive innovation and make us successful.

See what it's like to work at AGS by searching #LifeAtAGS on any social network.

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