ITSM Operations Analyst Chicago, IL **Onsite** Contract $32.46/hr - $37.1/hr Our client is looking for a ITSM Operations Analyst for a 12-month contract in Chicago, IL 60631. Applicants must be currently authorized to work in the US on a full-time basis now and in the future. Our client is a multibillion-dollar company that provides end-to-end managed services, technology, and consulting to enable the digital workplace for small to enterprise businesses. Join their team to be part of delivering individualized experiences to a diverse range of clients in a collaborative and productive workplace environment. Contract Duration: 12 months **Required Skills & Experience** + 3-5 years of related End User Support experience + Preferred Education: Bachelors Degree + Field of Study Preferred: Computer Science, Engineering, or related discipline with an IT focus + Preferred Training/Certifications: ITIL v4 Foundations; Microsoft Certifications or working toward them; Cisco Certifications or working toward them **What You Will Be Doing** + Resolve and respond to customer issues + Create technical documentation around new and established processes and procedures + Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools with the application of appropriate IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues + Responsible for the management of asset inventory in compliance with defined asset management processes + Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues + Actively engage in project assignments including defining and leading project tasks and/or work packages to ensure adherence to budget, schedule, and scope of project + Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools + Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations + Contribute to ITSM Knowledge Base + Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers + Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed + Communicate frequently with Management, working to develop personal skills and abilities + Seek to continuously improve operations + Identify and suggest process and system enhancements + Perform at a level that assists in attaining overall and team-level performance measures and goals + Stay apprised of service center knowledge and industry best practices + Investigate and test new technologies related to the position + Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers by way of projects or issue resolution + Consistently meet assigned project deadlines in an agile and rapidly moving environment + Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual + Be available after hours for critical issue resolution + Other duties as required + Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance with service level commitments + High willingness to drive transformation and service improvement + Ability to quickly adapt to and from single person to team working environments + Highly self-motivated and directed + Attention to detail + Diverse capability for problem-solving, decision making and sound judgment + Strong organizational and communications skills + Highly professional demeanor with the ability to speak confidently, courteously and credibly toall levels of management. + Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing ones skills and capabilities + Foster a business focused environment delivering exceptional customer service andanticipating future customer needs + Effectively examine events, issues and problems and generate optimal solutions in a timely manner + Leads with a sense of collaboration and work effectively across the organization to achieve goal **Skills:** + Preferred Computer and Software Skills: Experience with Active Directory, Service Now (SNOW), Microsoft SQL **You will receive the following benefits:** + Medical Insurance - Four medical plans to choose from for you and your family + Dental & Orthodontia Benefits + Vision Benefits + Health Savings Account (HSA) + Health and Dependent Care Flexible Spending Accounts + Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance + Hospital Indemnity Insurance + 401(k) including match with pre and post-tax options + Paid Sick Time Leave + Legal and Identity Protection Plans + Pre-tax Commuter Benefit + 529 College Saver Plan Motion Recruitment Partners (MRP) is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance. **Posted by:** Kenny Edgerton **Specialization:** Business Analyst