Operations Analyst

NOTE: This is a shift based position. During training for the first 3 months the shift will be 8:30am - 4pm Monday to Friday.

The Operations Analyst position is part of the AAMVA Helpdesk/Ops Department. The primary responsibility of this position is to provide Tier 1 technical support for all AAMVA supported applications to our customers. This includes identifying, analyzing, and resolving all requests and issues. The Operations Analyst is part of an on-call after-hours system monitoring rotation. The Analyst is expected to remain available for after-hours contact when they are either the primary or secondary on-call support analyst.

Essential Duties and Responsibilities:

• Support and monitor all existing AAMVA applications and AAMVA network related services
• Full production 1 st tier support for 51 jurisdictions, Canada, Mexico, and 3 rd party accounts
• Respond to and work with appropriate parties to resolve all helpdesk requests received into the AAMVA ticketing system, as well as log, answer, resolve, and or route incoming support phone calls
• Respond to and work with appropriate parties to capture information resulting from network, central sites, jurisdiction outages, slow downs, etc.
• 1 st Tier problem logging and determination
• Possess phone skills needed to communicate effectively with customers
• Must be able to acquire full understanding of all supported AAMVA applications and Help Desk procedures
• Notifications of all outages, planned maintenance, and RCA's to all interested parties
• Escalation of all outages to appropriate parties
• Monitor and report updates for jurisdiction contacts
• Carry a cell phone and provide support after hours when primary on call.

Direct Reports :

None

Qualifications:

Formal Education:

Four year degree from accredited college or university, equivalent work experience may be substituted.

Knowledge, Skills and Abilities Required:

• 3+ years' experience in the information technology field
• 1+ years Telecom experience/Tier 1 NOC experience
• Excellent verbal and written communication skills.
• Must be a Team player
• Ability to analyze and resolve problems
• Ability to multi-task
• Proficient user of Microsoft Office (Word, Excel, PowerPoint)
• Ability to provide outstanding customer service
• Ability to work independently and as part of a team
• DMV experience a plus

Disclaimer Statement: The preceding job description has been written to reflect management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

AAMVA is an Equal Opportunity Employer/Veterans/Disabled

M- F shifts:
5 am - 12.30 pm;
8.30 am - 4 pm;
10.30 am - 6 pm;
12.30 pm - 8 pm;
2.30 pm - 10 pm.
Over night on call on rotation basis every 4- 5 weeks depending on the staff capacity.

Weekend work shifts rotate once every 4-5 weeks depending on staff capacity.
Saturday shift - live monitoring from 5am - 2.30pm
Sunday is monitoring of the alert systems
(Comp days offered for weekend work)