Overview
On Site
Full Time
Skills
Service Management
IT Operations
FOCUS
Incident Management
Continuous Improvement
Roadmaps
Production Support
ITIL
ServiceNow
Reporting
Data Analysis
Management
Communication
Stakeholder Engagement
Offshoring
Organizational Development
Change Management
Manufacturing
Retail
SAP BASIS
Law
IT Service Management
Innovation
Collaboration
Recruiting
Insurance
Finance
Professional Development
Training
Leadership
CompTIA
Customer Service
Career Counseling
Apex
Oracle Application Express
Job Details
Job#: 2082380
Job Description:
Job Title: Technical Analyst - IT Operations
Location: On-site (Cleveland, OH)
Type: Contract
About the Role
We're seeking a dynamic and process-driven Technical Analyst to join our IT operations team. This is a unique opportunity to help shape and scale operational processes across a newly restructured enterprise environment. You'll be instrumental in driving ITIL-based service management practices, improving incident handling, and supporting organizational transformation.
Key Responsibilities
Preferred Qualifications
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Description:
Job Title: Technical Analyst - IT Operations
Location: On-site (Cleveland, OH)
Type: Contract
About the Role
We're seeking a dynamic and process-driven Technical Analyst to join our IT operations team. This is a unique opportunity to help shape and scale operational processes across a newly restructured enterprise environment. You'll be instrumental in driving ITIL-based service management practices, improving incident handling, and supporting organizational transformation.
Key Responsibilities
- Serve as a process owner and practice manager for IT operations, with a focus on incident and change management.
- Analyze and improve how incidents are escalated, prioritized, and resolved across the organization.
- Own and refine the incident management process, ensuring adherence and continuous improvement.
- Collaborate with leadership, including VPs and directors, to promote and implement ITIL-aligned practices.
- Generate and interpret metrics and reports using ServiceNow; identify trends and areas for improvement.
- Act as a liaison between technical teams and business stakeholders to ensure process alignment and adoption.
- Contribute to the broader transformation roadmap by supporting initiatives beyond production support.
- Strong understanding of ITIL and IT Service Management (ITSM) principles.
- Hands-on experience with ServiceNow, particularly in reporting and data analysis.
- Proven ability to manage and improve operational processes in a large enterprise environment.
- Excellent communication and stakeholder engagement skills.
- Experience working with cross-functional teams, including offshore/nearshore resources.
Preferred Qualifications
- Background in organizational transformation or change management.
- Experience in large-scale enterprise environments (e.g., manufacturing, retail, or consulting).
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
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