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NextGen Person

Operations Analyst in Memphis, TN at NextGen

Date Posted: 2/12/2018

Job Snapshot

  • Employee Type:
  • Location:
    Memphis, TN
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The Senior Operations Analyst performs complex tasks associated with IT Operations. The Senior Operations Analyst consults with users and develops needs assessments for complex systems hardware and software needs and sourcing. The Senior Operations Analyst also analyzes systems issues and provides first, second, and third tier technical support to end users on complex issues regarding computer operations and networks, installation, setups, error messages, on-line transactions, system status, and downtime procedures. The Senior Operations Analyst also participates in problem/change management activities to minimize impact of service disruptions on end users.

  • Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services

  • Must be able to provide technical support to diagnose, analyze, research and resolve complex computer problems while minimizing the impact of service interruptions

  • Must have the ability to utilize multiple hardware platforms and operating systems software to troubleshoot and resolve complex issues related to application and hardware / peripherals

  • Provide technical support to diagnose, analyze, research and resolve complex computer problems for internal and external customers

  • Analyze system issues to evaluate root cause and design/develop solutions to mediate issue

  • Tests solutions and documents specifications, modifications or design changes

  • Provide the preventative maintenance, troubleshooting, root cause analysis, and resolution for complex technical incidents in order to ensure satisfaction

  • Researches develop, and recommend technical alternatives utilizing advanced and / or new technology to support functional requirements and / or problem resolution Investigates and documents escalated issues and possible solutions to complex and moderately complex problems

  • May consult with additional technology resources to solve issues requiring other specialized technical support Identifies trends relating to systems problems for the company

  • Consults with network services, desktop / systems engineering, and / or applications development to restore service and / or identify and correct core systems problems

  • Recommends systems modifications in order to reduce problems and increase productivity


  • Undergraduate studies in computer science management information systems, business administration, insurance or related field is preferred

  • 3+ years of experience in a related field

  • Customer service skills

  • Hardware troubleshooting experience

  • Organizational skills

  • Asset inventory skills

  • Extensive and proven knowledge of mainframe, microcomputer and/or network technologies and applications

  • Must have in-depth knowledge of the customer business and product environment

  • Must have a thorough understanding of business systems, data processing, and customer service concepts and practices

  • Certification in Microsoft or an equivalent designation is preferred.

  • Must have strong oral and written communication skills to effectively interact with customers and all levels of personnel